Customer Service Representative

Customer Service Representative

The Customer Service Representative will provide outstanding service to our customers by responding to a high level of inbound customer calls, inquiries and requests which may require research and investigation to reach resolution. The CSR's will actively engage customers to ensure complete understanding of the issues and provide accurate and efficient responses in a prompt, respectful and courteous manner.

At GFL our goal is to invest in our people and provide opportunities to grow for life!

Our employees are affectionately known as team green, a name that unites us all under our shared purpose of providing sustainable solutions to enable our customers and communities to be GREEN FOR LIFE!

• 15 days of paid time off.
• 4 medical plan options including an HSA with employer contribution & match program, dental, and vision coverage.
• 401(k) with an employer match.
• Paid holidays.
• Employee Assistance Program with free counseling services.

Overview:

GFL Environmental is one of North America's leading waste management companies, proudly making communities cleaner, safer, and happier through first-class service. Working for GFL is more than a job it's an opportunity to grow in your career, make new friends, and make a difference each day.

Key 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 payments 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.

Assist in answering questions relating to benefits, vacation time, leave of absence, etc.

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.

Two (2) to four (4) years customer service call center experience.

Operate standard office equipment (i.e., copier, facsimile, personal computer).

Knowledge, Skills and Abilities:

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.

Physical/Mental Demands:

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.

Working Conditions:

Work in indoor office environment 95% of the time.

Noise level is usually moderate.