Customer Service Representative
Location
Wall Township, NJ | United States
Job description
OVERVIEW
The Customer Service Representative (CSR) plays an integral role in driving Company sales and growth initiatives. The Customer Service Representative explains the services and charges to the customer, charges the customer and records the transaction, so it is ready for dispatch of the service or for the customer to utilize the Mazza Recycling facility. The Customer Service Representative is responsible for the coordination of the delivery and removal of roll off container and front end service with customers in a client-centric manner. The Customer Service Representative works closely with the Sales Manager (Commercial & Industrial) and Billing team and reports to the Customer Service Manager.
RESPONSIBILITIES
- Working with the Sales Manager (Commercial & Industrial) to develop new business procedures to enhance the overall client experience
- Answering customer calls and emails in a client-centric manner
- Offers pricing of services in accordance with parameters set by management and cross sells services; services include container services, front end service and all materials accepted at Mazza’s recycling facility
- Coordinates delivery and removal of roll off containers with customer; calls customer to handle issues when instructed by the Sales Manager (Commercial & Industrial) or Customer Service Manager
- Contacts customer with delays in deliveries or removals
- Responsible for contacting customers when there is damage to a container, as instructed by the Collection Operations Supervisor, Sales Manager (Commercial & Industrial), Maintenance & Equipment Manager, or Director of Environmental Health & Safety
- Ensures customers complete required paperwork to open account, enter into contract and sales tax paperwork, if exempt
- Coordinates with Billing Specialist to verify proper paperwork is provided for files
- For customers requesting credit, coordinating with the Billing team, Senior Accountant, Controller, or Chief Financial Officer (CFO) to verify credit limit
- Cross markets other services offered by Mazza Recycling to customers
- Aiding in the tracking of physical location of roll off containers, verifying no containers are lost; entering roll off container numbers from work orders into AMCS for tracking
- Contacts customers when containers are on customer’s site for an extended period of time; ensures turnover of containers
- Accurately enters roll off container order by customer into AMCS; verifies type of customer, date of order, type of debris, and pricing are entered accurately so there are minimal adjustments for Billing team
- Processing credit card payments for roll off customers
- Assist dispatch with managing the daily volume of container inventory and availability to schedule customer orders
- Check email continuously during regular office hours
- Communicates discrepancies and issues, as well as make suggestions for improvement of procedures with Sales Manager
- Report customer complaints to designated department – Sales Manager (Commercial & Industrial), Customer Service Manager (customer related), Controller, Senior Accountant, Billing Specialist (billing related), or Maintenance & Equipment Manager (driver/equipment related)
QUALIFICATIONS
- Must be at least 18 years of age and legally eligible to work in the US
- Associate’s Degree preferred, but not required
- Customer service experience
- Strong technical and computer skills, including Microsoft Office
- Excellent verbal and written communication skills
- Ability to work every other Saturday
WHY WORK FOR US?
- Family-friendly Company culture
- Annual salary increases
- Medical, dental and vision benefits
- Paid time off and sick time
- 401(k) with up to 4% match
- Employee professional development
We believe in providing training and development you need to grow your career with Mazza Recycling. Mazza Recycling is proud to be an equal opportunity employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.
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