Careers

Job Title:                     Customer Service Representative

Pay:                             $19.00 per hour

Reports To:                  Assistant Director of Operations

Location:                     Gilroy, CA

GENERAL DUTIES:

1. Receives customers’ requests by telephone or email, analyzes requests, provides information requested or ascertains who can best provide the information, and routes the request to the proper person.
2. Schedules shipping to Metech for customers.
3. Analyzes transactions, corrects records, and adjusts errors.
4. Maintains appropriate files and records, both electronic and paper in accordance with Metech policies and procedures as a resource for the sales force and provide references helpful to the customer. Prepares customer-specific reports.
5. Opens customer accounts by recording account information.
6. Maintains the material pickup schedule and coordinates with the driver and the customer to assure satisfactory conduct of the operations and to assist the customer.
7. Resolves customer questions related to orders, takes orders as needed, recommends or selects the best method to solve problems, expediting the correction or adjustment, and follows up to ensure the satisfactory resolution.
8. Maintains liaison with other departments for order completion.
9. Prepares customer invoice, acknowledgement of receipts for materials and certificates of destruction and ensures that they are routed or mailed.
10. Responds to customers’ requests via telephone or mail, using personal computer when necessary.
11. Applies knowledge of Metech policies and procedures for pickup and processing materials, the commitments made by Metech for responsible recycling, unacceptable items and the pricing of services.
12. Assists in completing or routing customer requests for environmental audits or other regulatory information to satisfy contract or proposal requirements. Assists with proposal routing and related correspondence. Provides certificate of insurance.
13. Prepares receiving reports by collecting and analyzing customer information.
14. Contributes to a team effort by accomplishing related tasks as needed.
15. Assists with event planning and logistics including occasional onsite participation in marketing events, collection events and conventions or meetings.

ADDITIONAL ADMIN RESPONSIBILITIES:

1. Provides switchboard relief as needed.
2. May assist with coordination, arrangements, and actual conduct of collection events.
3. Performs other allied duties as assigned by supervisor.

CONDUCT:  To perform the job successfully, employees should demonstrate the following:

• Organizational Support:  Follow policies and procedures; complete administrative tasks correctly and on time; support organization’s goals and values.
• Quality:  Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality.
• Quantity:  Meet productivity standards; complete work in timely manner; strive to increase productivity; work quickly.
• Dependability: Follow instructions, respond to management direction; take responsibility for own actions; keep commitments; work overtime and possible weekends when necessary to meet goals; complete tasks on time, or request alternate plan from Supervisor or Operations Manager.

EXPERIENCE AND BACKGROUND:

One (1) year of experience in customer service or sales, preferably for a service industry is desired.  Knowledge of recycling industry standards and practices strongly desired.    Knowledge of graphic arts, website maintenance, and general advertising principals and techniques is desired.  Experience with operations in an ISO 9001 and/or 14001 environment is preferable.

EDUCATION:

High school education or equivalent.   Some post-diploma training in business principals or an Associate degree in a related field is desired.

Language Skills:  Ability to compose, read, and comprehend instructions, memorandums, business correspondence, and reports in English.  Ability to effectively present information in one-on-one and small group situations to customers, vendors, and employees within the organization.  Strong written and verbal communication skills are essential.

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.

Competency : To perform the job successfully, an individual should demonstrate the following competencies.

• Change Management – Develops workable implementation plans; communicates changes effectively; builds commitment and overcomes resistance; prepares and supports those affected by change; monitors transition, and evaluates results.
• Leadership – Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others; gives appropriate recognition to others.
• Cost Consciousness – works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources.
• Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity; upholds organizational values.
• Organizational Support – Follows policies and procedures; completes administrative tasks correctly and on time; supports organization’s goals and values; benefits organization through outside activities.

Computer Skills: Proficiency in electronic mail communications, MS Office including MS Word, Excel, and PowerPoint required.

Other Skills and Abilities:  Must possess good interpersonal skills and have the ability to develop and maintain solid working relationships with warehouse, office, and field personnel. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, measure.

Must be willing to conduct independent overnight travel as needed to complete off-site visits.  Travel may include aircraft and ground transportation and hotel accommodations.

Certificates, Licenses, Registrations:  Must possess current government issued drivers license.

Physical Demands: While performing the duties of this job, the employee is regularly required to use hands to handle or feel.  The employee is frequently required to stand; reach with hands and arms, and talk or hear.  The employee is occasionally required to walk, sit, climb, balance, stoop, or kneel.  The employee must occasionally lift and/or move up to 30 pounds.  Specific vision abilities required by this job include close vision, color vision, peripheral vision, and depth perception and ability to adjust focus.

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

Note:

This description although intended to be an accurate depiction of the job, does not necessarily reflect an exhaustive list of responsibilities, requirements, working conditions etc. It may be revised by the employer when circumstances change (e.g. work load, changes in equipment/procedure, staffing changes).