VaVia is a disposal solution provider located in Birmingham, AL. We believe in "Easy Go" and provide a smart, easy solution for residential and/or commercial disposal. Our mission is to help clients finish their projects on-time and on-budget, without the headaches. By removing excess "stuff", we restore order to jobsites and give people, homes, and businesses back their space.
VaVia AL is looking for a positive and professional Customer Service Representative to join our team. In this role, you will be our customers' first point of contact, responsible for delivering a best in class customer support experience. The position requires outstanding communication skills, ability to maintain a professional, positive manner when talking with customers over the phone or by way of text or email. All duties and responsibilities of this position must be executed to the standards of VaVia AL.
Duties and Responsibilities
? Oversee all aspects of customer orders and minimal accounting for each customer profile. Oversee and manage daily activity of drivers and the daily dispatching/routing of driver work orders. Management of asset utilization and communication to customers. Reconciliation of landfill tipping fees and management of container double rents.
? Customer Orders and Communication
? Responsible for prompt response for all orders from repeat customers, brokers, and residential customers.
? Receive and promptly input orders received via phone, voicemail, text, email, and web orders.
? Effectively manage days out reports and communicate to customers ensuring asset utilization, billing of daily rent, and expectations are clearly communicated.
? Responsible for handling difficult situations calmly, attentively, and effectively.
? Sales
? Responsible for professional and friendly engagement of inbound inquiries for dumpster rental.
? Ability to pivot and keep conversation going while finding a solution to the customer need or pain point. Comfortable in making the ask and closing the sale.
? Comfortable cold calling potential customers from various lead generation sources.
? Driver Management and Routing
? Managing and communicating with drivers throughout the day.
? Effectively routing drivers by thoughtfully assigning workorders to be as efficient as possible.
? Effectively managing work orders and capacity of the driving team to ensure same day/next day service commitment is achieved.
? Ability to clearly communicate with drivers and customers in real time to ensure correct placement, avoid dry runs and overloaded containers.
? Management of driver hours, hauls, and miles into appropriate spreadsheets.
? Maintain organized records for all driver files and schedule drug screenings and DOT physicals as needed.
? Accounting
? Management of all customer accounts in Can Track to ensure customers are billed and invoiced in a timely manner.
? Ability to provide prompt response to customer inquiries as it relates to billing including but not limited to job site reports, billing discrepancies, refunds, overweight/daily rental charges, and customer credits.
? Other Duties as assigned. Requirements and Qualifications
? Bachelor's degree preferred but not required combined with proven working experience.
? Interpersonal and customer service skills.
? Analytical and problem-solving skills.
? Multitasking and organizational skills.
? Ability to answer a high volume of calls, texts, and/or emails daily.
? Ability to share work among a customer service team.
? Attentiveness and patience.
? Time-management skills.
? Ability to find the positive in any situation.
? Intangibles
? Pursue excellence
? Teamwork
? Integrity
? Servant leader
? Confident yet humble
? Willing to be held accountable and to hold others accountable.