Customer Experience Champion

Environmental Resource Recovery Inc; San Jose (CA); On-site; USD 42,000 - 64,000; Full time

Job summary

Environmental Resource Recovery Inc in San Jose, CA is seeking a Customer Service Representative who will be the first point of contact for customers and own their experience from hello to resolved. You will work with Dispatch, Routing, Operations, and Billing to provide real answers rather than transfers, and anticipate customer needs on a daily basis.

The role requires warmth, judgment, and follow-through, with a strong focus on accuracy in data entry and customer records, and ideally

Qualifications

• Previous customer service, call center, dispatch, or administrative support experience.
• Comfortable with Microsoft Office; CRM or field service software experience preferred.
• Bilingual (Spanish) strongly preferred.

Responsibilities

• Answer calls, emails, and messages promptly and warmly — every customer should feel like they reached someone who is glad to help.
• Own each customer request from first contact to resolution; when a question needs someone else’s help, you stay with it until the customer has an answer.
• Close the loop every time — no customer should ever have to call back to find out what happened.
• Anticipate what the customer will need next: the second unit for a bigger jobsite, the schedule change before a holiday, the pickup they forgot to arrange.
• Treat every customer, from a one-time weekend rental to our largest account, with the same care.
• Take and enter new service requests, schedule changes, and account updates accurately the first time.
• Maintain accurate customer records, site details, access instructions, and special requirements — what you enter is what the driver sees and what the customer gets billed for.
• Confirm details with customers so expectations are clear before the truck rolls: what, where, when, and how much.
• Document every customer interaction so anyone picking up the account knows the full story.
• Troubleshoot service issues and billing questions with urgency, working directly with Dispatch, Routing, Operations, and Billing.
• Take ownership when something goes wrong: apologize sincerely, fix it quickly, and follow up to be sure the fix held.
• Turn frustrated customers into loyal ones — how we handle a problem is remembered longer than the problem itself.
• Escalate genuinely complex or high-stakes situations promptly, with the full picture and a recommendation.
• Know our services, pricing, and policies well enough to answer confidently rather than guess.
• Partner closely with Dispatch, Routing, Operations, and Billing — one team delivering one promise, with no silos and no finger-pointing.
• Share what you hear: customer trends, repeat complaints, and service gaps are the most valuable feedback in the company.
• Look for ways to make doing business with Valley Services simpler for the customer, and bring those ideas forward.

Skills

Warmth & empathy

Attention to detail

Problem solving

Multitasking

Written & verbal comms

Follow-through

Discretion

Tools

CRM software

Job description

Environmental Resource Recovery Inc in San Jose, CA is seeking a Customer Service Representative who will be the first point of contact for customers and own their experience from hello to resolved. You will work with Dispatch, Routing, Operations, and Billing to provide real answers rather than transfers, and anticipate customer needs on a daily basis.

The role requires warmth, judgment, and follow-through, with a strong focus on accuracy in data entry and customer records, and ideally