Ci Support Customer Service Representative

Columbia Ability Alliance, formerly Columbia Industries, has been a beacon of hope for over six decades, empowering individuals with unique abilities and other barriers to achieve personal success. Our story is one of evolution, perseverance, and a deep commitment to unlocking potential and transforming lives. Join our team today to create a more inclusive community!

SUMMARY

This Customer Service Representative position is under the direction of the Shred Operations Lead, Customer Service Representative II, and/or Shred Division Manager. CSR’s facilitate new and existing customer requests and follow-up, process operational data, oversee operation of the CIIM shred public drop off, performs billing and accounts receivables for business customers, provide reports to customers & management, maintains facility and material security and supports the Shred Division Manager and Operations Lead.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Answer service inquiries, call potential customers, and follow up with high volume of requests/sales. Assists existing or new customers with questions, service requests, account setup and scheduling.

Receives customer fees, prepares receipts, reconciles income and turns over to accounting staff each day.  Reconciles service tickets from shred services and enters data into software. Verifies services and billing for accuracy and makes authorized adjustments. Prepares and distributes service quotes and invoices, accepts payments and performs Account Receivable follow-up.

Provides back up and support to other CIIM Representatives. Provides production reports to CIIM staff and customers.

Coordinates recycle scheduling, shipping and invoicing. Enters recycler scale ticket information into software and provides related reports to customers and CIIM staff.

Operates CIIM shred public drop off service, including receiving, unloading, securing, weighing, and destroying customer’s confidential media. Logs all services performed and provides certificates of destruction. Maintains security of secure destruction facility by not allowing unauthorized access and not allowing removal of customer media from facility before destruction.

Presents self in a professional manner while interacting with co-workers, vendors and/or customers of Agency. Recommends options to Shred Division Manager and Operations Lead to improve operational efficiencies. Communicates effectively with other Columbia Industries' staff and clientele.

Assists in troubleshooting software problems and suggests process improvements. Works with vendors on troubleshooting and solutions. Assist with purchasing and supply ordering. Reconciles purchasing and Accounts Payable.

Observes and complies with confidentiality policies, operational procedures and agency safety programs. Maintains a safe, clean, and organized work environment for all staff.

Coordinate and participate in sales and marketing events (E.G. Shred Days, Trade Shows, etc.)

Operate paper, tech, and hard drive shredder; operate a forklift upon training and certification.

SUPERVISORY RESPONSIBILITIES

N/A

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 accommodation may be made to enable individuals with disabilities to perform essential functions.

Must have a current Washington State Driver's License

Must have excellent people skills and Customer Service ability.

OTHER QUALIFICATIONS

Must be able to pass a criminal background check and drug screen. CPR/First Aid desired.

PREFERRED EDUCATION and/or EXPERIENCE

Education: High school diploma or GED. 

Experience: Two years full-time paid employment in a Customer Service or admin role.

LANGUAGE SKILLS

Must have excellent oral communication.

Speak, read, and write English. Spanish preferred. 

MATHEMATICAL SKILLS

Ability to work with basic mathematical concepts (addition, subtraction etc.)

REASONING ABILITY

Ability to define simple problems, establish facts, and conclude.

SOFTWARE

Knowledge and experience in Microsoft Office are required.

Knowledge in QuickBooks, other Operating Software, or CRM Software preferred.

An intermediate skill with various computer programs and software is required.

Ability to operate office machinery including fax machine, copy machine, 10-key, etc.

CERTIFICATES, LICENSES, REGISTRATIONS

Washington State driver’s license is required and proof of insurance.

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 accommodation may be made to enable individuals with disabilities to perform essential functions.

Stand, walk, sit 100/% of time.

Reach with hands and arms 1/3-2/3 of the time.

Stoop, kneel, crouch, or crawl 1/3 of the time.

Talk or hear 100% of the time.

Lift to 50+ pounds consistently.

Close vision (clear vision at 20 inches or less)

Distance vision (clear vision at 20 feet or more)

Color vision (ability to identify and distinguish colors)

Peripheral vision that is the ability to observe an area that can be seen up and down, or to the left and right, while eyes are fixed on a given point.

Depth perception that is three-dimensional vision, ability to judge distances and spatial relationships.

Ability to adjust and focus that is the ability to adjust the eye to bring an object into sharp focus.

WORK ENVIRONMENT that is 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.

Work in wet or humid conditions under 1/3 of time.

Work near moving mechanical parts 1/3-2/3 of time.

Outdoor weather conditions under 1/3-2/3 of time.

Work around moderate to loud noise 1/3 of time.