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Company Contact Info
- Anaheim, CA
- David Smith
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Customer Service Rep
Icon Information Consultants • Anaheim, CA
Posted 27 days ago
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The Customer Service Rep position receives and processes calls and in person queries from customers, serves as the end-to-end point of contact for customers, and resolves customer issues.
II. Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
o Communicates concise and accurate information.
o Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
o Confirms understanding of customer needs, issues, and requests.
o Escalates more complex issues to appropriate level.
o Closes all cases for Welcome Packet, Initial Setup, Promised First Pickup,
o Increase/Decrease; Follow Up calls for Commercial/Residential/Rolloff customers.
o Handle all local donation and setup customers with appropriate documentation for managing donated services.
o Handle all incoming customer service issues (new starts, changes, deliveries, removals, billing problems, rolloff orders, commercial orders, cancellations).
o Receives cash payments and prepare deposits for bank.
o Uses authorized system to gather information, provide information, and/or update customer records.
o Pulls queries for new setups, service changes and cancels for commercial/residential/rolloff customers.
o Corrects errors for setups and service changes as needed.
o Adheres to service and operational standards including quality, productivity, Service Machine, safety and timeliness goals.
o Completes cross training with Operations, Sales and Billing.
III. Supervisory Responsibilities
This job has no supervisory duties.
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Required: High school diploma or G.E.D, and zero to two years previous experience.
Preferred: High school diploma or G.E.D, plus additional or specialized training, and zero to two years previous experience.
B. Certificates, Licenses, Registrations or Other Requirements
C. Other Knowledge, Skills or Abilities Required
? Excellent verbal, written and analytical skills
? Computer skills – MS Office
? Typing Skills
? Professional phone etiquette
? Ability to multi task.
? Ability to react well under pressure and treats others with respect
? Identifies and resolves problems in a timely manner
? Prioritizes and plans work activities
? Focuses on solving conflicts and listening to others without interrupting
? Is consistently at work and on time
? Work efficiently and effectively, both independently and as a team to ensure exceeding call center’s standards.
? Balances team and individual responsibilities and helps build a positive team spirit
? Adapts and able to deal with frequent changes in the work environment
? Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments.
? Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner.
V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
• Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc) most of the work day;
• Required to exert physical effort in handling objects less than 30 pounds rarely;
• Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc) rarely;
• Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
• Normal setting for this job is: office setting.