Customer Service Representative

Job description CUSTOMER SERVICE REPRESENTATIVE Equal Opportunity Employer: Minority/Female/Disability/Veteran We are a leader in solid waste and recycling services in Southern California. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. Ware Disposal is a leading waste management company dedicated to providing exceptional service to the residents and businesses of Monterey Park. We are committed to environmental sustainability and community engagement. We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. JOB DESCRIPTION The Customer Service Representative is the first point of contact for our customers and plays a vital role in ensuring their satisfaction. This position requires excellent communication skills, a positive attitude, and the ability to handle a variety of tasks efficiently. As a key representative for Ware Disposal, you will play a vital role in implementing the City of Monterey Park's comprehensive waste management program (trash, recycling, and organics) by engaging directly with hundreds of single-family, multi-families, and commercial customers. This involves signing up new participants, providing in-depth education on program guidelines, and ongoing monitoring of their waste diversion efforts. Responsibilities: · Answer incoming calls and address customer inquiries regarding services, billing, and other related matters. · Process customer payments, ensuring accuracy and timeliness. · Contact customers regarding overdue payments and establish payment arrangements. · Process work orders for service requests, including pickups, deliveries, and container changes. · Handle requests for new service, including setting up accounts and scheduling service initiation. Establishing contracts and overseeing account setup and maintenance. · Adjusting service levels (increasing/decreasing service, container type, size, frequency, and placement). · Process service cancellations, ensuring proper procedures are followed. · Managing client communications, resolving conflicts, and ensuring compliance with service agreements and revenue expectations. · Conducting regular site visits to businesses and multi-family residences to perform waste assessments and recommend appropriate service levels for trash, recycling, and organics. · Guiding and supporting customers in establishing effective internal recycling programs. · Educating customers on waste reduction strategies, reuse initiatives, and food rescue programs and vendors. · Staying up-to-date and educating customers on the latest recycling regulations (e.g., SB1383, AB 1826, AB 341). · Utilizing outreach software to manage customer accounts and track diversion data. · Providing field observations for company reports, presentations, and social media content. · Attend community events after office hours and on Saturdays, promoting Ware Disposal and engaging with the public. · Work a rotating Saturday schedule from 8:00 am to 12:00 pm. QUALIFICATIONS: · Valid driver’s license and personal vehicle required · High School Diploma or equivalent required · One year of high-volume Customer Service or Waste Industry experience preferred · Sales experience · Ability to effectively manage client relationships · Excellent verbal and written communication skills. · Ability to handle multiple tasks simultaneously and prioritize effectively. · Strong problem-solving skills and attention to detail. · Proficient in using computer systems and software applications. · Ability to work independently and as part of a team. · Must be available to work Monday through Friday, 8:00 am to 5:00 pm, and be flexible to work occasional evenings and Saturdays. · Must be able to attend community events after hours and on Saturdays. · Bilingual preferred (i.e. Spanish, Chinese) · Ability to perform physical requirements of the position with or without reasonable accommodations · Physical ability to walk in the field for extended periods of time to visit customers · Ability to move carts and lift up to 25lbs. · Enthusiasm and ability to promote the City’s and Company’s waste disposal, recycling, and zero waste education to diverse businesses and multi-family housing customers · Critical thinking and ability to assess customer needs and concerns · Creative approach to prevent waste, increase reuse, and improve recycling and organics collection · Experience and knowledge of CRM databases, MS Office programs, general technology savvy · Ability to assess challenges, creative trouble-shooting, and ability to address difficult customers · Ability to maintain professionalism and positive attitude in challenging situations · Effectively engage with diverse audiences, establish trust, credibility and confidence · Listen to and build customer relationships, increase customer satisfaction and ensure commitments are met, both to customer and to program Job Type: Full-time Pay: $22.00 - $28.00 per hour Expected hours: 40 per week Benefits: • 401(k) • Dental insurance • Health insurance • Paid time off • Vision insurance Schedule: • 8 hour shift • Day shift Ability to Relocate: • Monterey Park, CA 91754: Relocate before starting work (Required) Work Location: In person Job Type: Full-time Pay: $22.00 - $25.00 per hour Benefits: • 401(k) • Dental insurance • Health insurance • Paid time off • Vision insurance Work Location: In person