Customer Service Representative at Sims Municipal Recycling – Frisco, Texas

Company Info

Circular Services, the largest privately held recycling and organics provider in the U.S., strengthens this mission through its national scale and long-term municipal partnerships. It operates over 25 facilities serving major long-term municipal and commercial contracts. The mission of Circular Services is to keep valuable materials in circulation and minimize the cost and environmental impact of landfills. The company services municipal contracts with some of the largest and fastest growing cities in the U.S. including New York City, Austin, San Antonio, and Phoenix.

About the Role:

The Customer Service Representative (CSR) serves as the primary point of contact for customers, supporting service requests, resolving inquiries, coordinating internally with Operations and Billing, and ensuring a high level of customer satisfaction.

This role requires strong attention to detail, problem-solving skills, and the ability to manage multiple requests while maintaining professionalism and responsiveness.

Benefits:

• Comprehensive Medical, Dental, and Vision coverage
• Company-paid Life Insurance
• Flexible Spending Account (FSA)
• 401k with company match
• Paid Parental Leave
• Paid Time Off (PTO)
• Employee Assistance Program (EAP)
• Tuition Reimbursement Program

Responsibilities:

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

• Customer Support & Service Coordination
  • Answer incoming phone calls and emails, responding promptly and professionally to all inquiries.
  • Research missed pickup inquiries and coordinates rescheduled service with the Transportation Department.
  • Process equipment service requests, document all relevant details, and coordinate with maintenance teams.
  • Assist customers with client portal access and navigation.
  • Send welcome emails to new customers in coordination with Transportation and Billing.

• Billing Research & Invoice Resolution

  • Research invoice discrepancies and determine appropriate action based on established thresholds and approval requirements.
  • Submit adjustment requests to Billing with required documentation and approvals when applicable.
  • Refer tax-exempt and pricing discrepancies directly to Billing.
  • Investigate missed pickups, unrequested pickups, grading discrepancies, duplicate dispatches, and erroneous hauls.
  • Provide supporting documentation including date of service, adjustment reason, product/service affected, amount, and verification from appropriate departments.

• Documentation & Reporting

  • Provide customers with requested documentation such as COIs, W9s, ACH forms, invoice copies, statements, and educational materials.
  • Create shredded walk-in service tickets and coordinate with Billing for invoicing and payment collection.
  • Prepare and distribute required weekly and monthly reports including tonnage reports, environmental reports, CODs, CORs, and other customer-specific service documentation.
  • Export and submit reports to municipal and city accounts as required.
  • Follow month-end checklist and complete assigned administrative tasks.

• Cross-Functional Collaboration

  • Coordinate closely with Operations, Transportation, Billing, Accounting, and Maintenance teams to ensure service accuracy and customer satisfaction.
  • Escalate issues requiring management approval when necessary.
  • Maintain accurate records and documentation of customer interactions and adjustments.

Minimum Job Qualifications:

• 2+ years of customer service experience
• Strong written and verbal communication skills
• Experience researching and resolving billing or service discrepancies
• Proficiency in Microsoft Office and customer management systems
• Strong organizational skills and attention to detail

Preferred Job Qualifications:

• 2+ years of customer service experience
• Strong written and verbal communication skills
• Experience researching and resolving billing or service discrepancies
• Proficiency in Microsoft Office and customer management systems
• Strong organizational skills and attention to detail

Job Type: Full-time

Location:

• Frisco, TX

Working Conditions and Physical Requirements:

The physical demands described here are representative of those which must be met by an employee to successfully perform the essential functions of the job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to stand and reach with hands and arms.

• Frequently required to walk; use hands to finger, handle, or feel; climb or balance and stoop, kneel, crouch, or crawl.
• Employee will occasionally be required to sit and talk or hear.
• Must regularly lift and /or move up to 25 pounds, frequently lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

EEOC: Circular Services is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Circular Services is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Circular Services are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Circular Services will not tolerate discrimination or harassment based on any of these characteristics.