Customer Service Representative

GFL Environmental Inc. is a company that provides solid waste services, and they are seeking a Customer Service Representative to assist in promoting these services. The role involves handling customer inquiries, providing excellent service, and supporting the sales team with various administrative tasks.

Responsibilities:

• Provide excellent customer service and professionalism to all customers via in person, telephone, email, or via the web
• Communicate clearly and concisely with on-the-road employees to give instructions and assistance
• Answer incoming and make outgoing customer telephone calls
• Receive and resolve, within established guidelines, customer questions and concerns
• Monitor, resolve, document, and report all customer complaints, driver route sheets and call-in sheet and all customer problems relating to operations and coordinate with sales
• Track customer information and concerns and enter data into database
• Research and complete customer refunds and submit for approval before being submitted to Accounts Receivable for payment
• Maintain new account files
• Work with supervisors to ensure that all missed stops and special pick ups are completed daily
• Provide timely and accurate information regarding missed stops or other customer concerns
• Generate call-in work orders for drivers
• Download, distribute and answer all customer inquiries received via email
• Take web request and process payments by phone
• Process customer payments via internet and take cash payment’s as needed
• Enter new subscription residential accounts into system
• Run credit checks on new customers
• Complete verification form, service agreement and pricing matrix on all commercial accounts for changes, new and cancelled
• Key all new/cancelled accounts into Tower system and verify in system
• Scan all contracts into system and maintain records of them
• Assist in completing the Affirmative Action log for all applicants
• Maintain a positive attitude, and promote the GFL Environmental image by focusing on cooperation, employee partnership and positive telephone and email manners
• Ensure the customer service area is neat and orderly and ensure proper greeting of all visitors
• Conform in all respects with applicable federal, state/provincial and local laws, regulations, ordinances and other orders and to all company policies, procedures and directives from supervisors
• May provide back up assistance for Office Coordinator
• Perform other duties and responsibilities as required or requested by management

Requirements:

• High School Diploma or GED
• One (1) to Two (2) years customer service call center experience
• Ability to implement solutions to general and specific customer concerns
• Ability to work in fast-paced environment, meet time deadlines and perform under pressure
• Possess good organizational skills and record keeping skills
• Possess ability to speak and communicate effectively with customers and employees both verbally and in writing
• Proficient in Microsoft Outlook, Microsoft Word and Excel
• Good problem solving ability
• Excellent data entry skills
• Ability to stand, sit, walk, use hands and fingers, talk and hear
• Visual Requirements: include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus