Lead Customer Service Representative

Summary

Responsible for leading day-to-day tasks for Landfill Scalehouse team in waste screening and acceptance procedures to ensure appropriate management of customer information and timely delivery of service to customers. Also provides business support to Department carrying out administrative responsibilities.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide leadership and guidance for the Customer Service Representatives in Landfill scalehouse.
• Provide training of job duties, procedures, and the use of specialized scale software for Customer Service Representative team.
• Monitor and review activities and procedures to ensure best practices are used to provide excellent service.
• Investigate and resolve escalated customer disputes or issues.
• Serve as the subject matter expert in processing customer transactions using specialized scale software.
• Monitor the accuracy of incoming waste records entered by staff and oversee incoming loads to identify any unauthorized waste.
• Assume cashiering duties when necessary.
• Provide entry level day-to-day administrative and business support.
• Ensures customer compliance with facility rules and notifies supervisors of violations as necessary.
• Monitor scale software system operations and troubleshoot problems for appropriate resolution.
• Prepare various reports and processes to improve the efficiency and effectiveness of workforce operations.
• Maintain department accounting records including invoices, expenses and office supply orders.
• Send, receive and distribute documents, including faxes and correspondence to appropriate department personnel and customers.
  
  

Minimum Qualifications

• High School Diploma or General Equivalency Diploma (G.E.D.)
• 2 years related experience
  
  

Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Preferred Qualifications

Education/ Experience:

• 1-year advanced study or training beyond the high school level
• 1-2 years administrative experience
  
  

Knowledge, Skills & Abilities

• Basic skills in PC and systems application
• Good customer service and telephone etiquette skills
• Good organizational skills
• Good oral and written communications skills
• Ability to multitask
• Ability to adapt to various working environments
• Ability to work independently and/or in a team environment
• Ability to work under close supervision
  
  

Licenses and Certifications

Valid Class C Texas driver's license

Physical Requirements / Work Environment

The incumbent works in a typical office environment; relatively free from unpleasant environmental conditions or hazards. The incumbent will be required to stand for extended periods of time throughout the day.

The hours of operation at the Landfill Scale house are Monday through Friday 7:00AM – 5:30PM and Saturday 7:00AM – 3:00PM. Staff is rotated to work on some Saturdays.

About Us

Team Garland consists of over 2,200 employees, spanning 700+ different roles! Garland is committed to diversity and inclusion and creating pathways to employment for all. We have an organizational culture of appreciation, development, and growth. Many of our employees choose Garland for lifelong careers. We are guided by the City’s Mission, Vision, and Value Statements and a commitment to public service. Team Garland makes a difference in the Garland community every day.

Vision

Garland’s vision is to be a progressive city working together to nurture and grow the economic, social, environmental, and cultural well-being of our community.

Mission

We are committed to preserve public trust, deliver quality services, promote economic growth, protect our community and enhance the quality of life for the good of our city and our future.