Call Center Representative | Rochester, NY

About The Team   

At Bermex, we put value on our customer relationships. We’re always looking for a way that we can delight our customers by going the extra mile. Bermex offers expert meter reading services and solutions to utilities and associated organizations throughout the United States, including leak detection, atmospheric corrosion, line location, software service solutions, as well as water, gas, and electric meter reading. At Bermex, we are always looking for motivated individuals who enjoy working independently and love the outdoors to become a part of our team.    

About the Role  

The Call Center Representative/Dispatcher reports to the Meter Services Supervisor at Bermex. This position plays a key role in sending daily utility jobs to field service techs via computer for residential and/or commercial accounts. This position involves calling utility customers and scheduling appointments for gas meter exchanges and dispatching those accounts to the appropriate customer. This position requires a high degree of organization, excellent attention to detail, and exceptional communication skills.

***Salary Transparency: For those living in NY, the pay for this role is at $18/hr.***

What You’ll Do

Call utility customers to schedule appointments for gas meter exchanges.

• Dispatch utility jobs to field service techs first thing in the morning and periodically throughout the day.

• Possess excellent communication skills which are essential for dealing with field service techs and customers.

• Ability to intensely focus on multiple tasks throughout the day.

• Route work to field service technicians by dispatching work orders to a handheld device.

• Excellent organization skills to sort and separate field service work orders and send them to service techs in the field.

• Good working knowledge of computers and software systems is essential in sending, receiving, and reviewing orders.

Manage inbound and outbound calls in a timely manner.

Follow communication scripts when handling different topics.

Assist with administrative and other duties as assigned.

About You  

Must haves: 

• Education: High School Diploma or GED.

• Minimum one year of experience in industry-specific knowledge and/or related experience (e.g., customer service, call center).

• Valid Driver’s License.

• Reliable transportation to and from work location.

• Ability to operate office equipment daily.

• Ability to take and pass a background and pre-employment drug screen.

Nice to haves:  

• Education: Post high school/GED classes or degree

• Experience: 2 or more years of experience in industry-specific knowledge and/or related experience (e.g., customer service, call center).

Your Skills: 

• PC skills using Outlook, Word, and Excel.

• Must be able to communicate professionally and tactfully with customers.

• Must have good active listening skills.

• Must be able to work independently in the absence of a supervisor.

• Must be able to use good judgment and make sound decisions in accordance with policies and procedures.

• Follow oral and written instructions.

• Provide accurate documentation to management.

• Experience in call center operations or customer service is preferred.

• Ability to handle high volume of calls and maintain a professional demeanor.

• Strong problem-solving skills and ability to handle difficult customer situations.

Physical Abilities or Demands:

• Sedentary work, ability to sit for long periods of time.

• Must be able to lift 10 or more pounds on occasion.

• Must be well spoken with ability to use communication tools and equipment.

• Must be able to communicate effectively and follow instructions.

This role would not be a good fit if you:  

• Do not enjoy working independently  

• Are not flexible and do not enjoy adapting to your current work schedule or routine  

• Do not have adequate planning and time management skills  

Drug/Alcohol Testing: 

• Drug/alcohol testing is required 

• Drug/alcohol testing required per Non-Regulatory requirements for employees working with water, electric or meters 

• Drug/alcohol testing required per Federal DOT regulations for employees working with gas meters 

Benefits  

Health and Safety:  

• Group health plans including medical/prescription, dental, vision and a variety of other coverage options  

• Company paid group life insurance, accidental death & dismemberment insurance, short and long term disability  

• Flexible Spending Accounts or an option for a Health Saving Account with company match  

• Company paid Employee Assistance Program (EAP) for all employees and eligible family members  

Retirement:  

• Automatic enrollment in the Employee Stock Ownership Plan (ESOP) at no cost  

• Roth or Traditional 401(k) Retirement plan with company match   

PTO Plans (after 90 completed days of service for full-time employees):  

• Paid Vacation  

• Paid Holidays  

• Paid Wedding Day  

• Veterans Day paid time off for our veterans  

• Paid Sick Time (New York based positions ONLY)  

Perks/Allowances:  

• Company vehicle (for all driver-based positions)  

• Gas card for company vehicle (if applicable)  

• Company provided cell phone or mobile allowance (if applicable)   

• Boot allowance from approved vendors   

• Daily per diem for travel-based positions   

Where We Work   

Employees will begin their day at the local office where they will pick up their company vehicle, equipment, and assignments for the day. 

We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at hr@acrtinc.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)