Customer Service Representative

JOB TITLE: Customer Service Representative / Paso Robles

LOCATION: Paso Robles

Non Exempt, Full-Time /Onsite

Starting Pay $19.00 - $25.00 per hour.

We set our pay based on several factors including knowledge, experience, certification and location. Combined with our rich competitive benefit package and the rewarding work we do for the environment make MarBorg a great place to work!

POSITION SUMMARY:

Interfaces with customers to ensure their needs and concerns are handled with quality service and timely response, Dispatcher responsibilities that will support the driver team, in addition, responsible for communicating with drivers to assist with problem resolution while on route and is a critical role in achieving total customer satisfaction. The dynamic individual will be highly organized and confident in their ability to develop driver and customer relationships to successfully manage expectations through timely, effective, and clear communication in a professional manner

DUTIES AND RESPONSIBILITIES include but are not limited to the following.

• Professionally handle a high volume of incoming phone calls and call customers for the purpose of taking and requesting orders for all products serviced by the Paso Robles team.
• Dispatches as needed to respond to incoming service orders and service issues. Work with drivers directly in relaying dispatched orders, new assignments or in receiving in-field issues. Utilizing GPS systems to locate drivers in the field.
• Ensure maximum productivity by successfully routing vehicles, assigning loads to drivers based on designated route/area, driver location and equipment.
• Processing orders and modifications to existing service as they come in for all items relating to the portable restrooms, fencing, event restrooms and event fencing.
• Process new customer quotes in response to the unique needs of each customer.
• Audits paperwork to ensure that service required was received by the customer.
• Assist with prorating of work order for billing.
• Uses database system to gather and input notes in customer accounts.
• Meets or exceeds service quality and productivity goals set for the position.
• Addresses complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation. Audit paperwork and help trouble shoot problems as they arise. Handle changes and modifications to existing services. Handle misc. duties as assigned.
• Work with other departments when necessary to ensure customer satisfaction and service.
• Perform other job-related duties as assigned.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE, SKILLS, ABILITIES AND EXPERIENCE:

• Minimum of 2 years of experience in a high-volume Call Center is required.
• Responsible, enthusiastic, initiative-taker who exhibits a high level of sense of urgency, pro activeness and positive can-do attitude. Must exhibit a strong work ethic and reliability as a collaborator that is supportive to drivers, co-workers, and customers.
• Proficient in building trusting relationships with customers and being attentive to their needs.
• Customer focused and exceptional listening abilities.
• Ability to effectively make quick sound decisions.
• Professional phone and email etiquette is required.
• Keying data entry efficiently and accurately with proficiency in typing/keyboard is required.
• Strong ability to multi-task in fast-paced environment.
• Ability to stay organized and maintain accurate records with attention to detail.
• Knowledge of billing.
• Excellent communication skills to effectively communicate to all levels of management and customers both verbally and written.
• Work efficiently and effectively, both independently and as a team, to meet MarBorg’s customer service standards.
• Proficiency in the use of MS Outlook, Excel, and Word with ability to navigate multiple software applications while assisting drivers and customers.
• Bilingual English and Spanish skills a plus.

EDUCATION and/or EXPERIENCE

High School diploma or general education degree (GED); and two years of related customer service experience required.

CORE COMPETENCIES:

• Doing Good: Maintains and promotes integrity and values in conduct of all activities.
• Making Good: Takes responsibility and ownership for a problem, project, or issue.
• Treating Our People Well: Proactively seeks and finds ways to provide extraordinary service. Fosters respect for all individuals and points of view. Works cooperatively and effectively with others to achieve common goals characterized by pride, trust, and commitment.
• Observant: Ability to identify safety or operational deficiencies and to quickly implement a correction.
• Safety Matters: Actively participates in creating a safe and healthy workplace for our employees and our customers.
• Environmentally Focused: Takes initiative to preserve and improve our local environment for future generations. Makes everyday Earth Day.

NEAT JOB SPECIFIC COMPETENCIES:

Attention to Detail, Customer Service, Interpersonal Skills, Problem Solving, Quality, Teamwork

LANGUAGE SKILLS

Ability to read and write English and Spanish, interpret documents such as safety rules, operation and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. They should also be able to speak English and Spanish effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

We are a drug free & alcohol-free work environment.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential function.

The noise level in the work environment is usually moderate.