Customer Service Rep

About the role

GFL Environmental is seeking a Customer Service Representative to provide outstanding service to our customers by responding to inbound calls, inquiries, and requests. This role involves research and investigation to resolve customer issues efficiently and courteously.

Responsibilities

• Provide excellent customer service via telephone, email, and web support.
• Answer or place calls to customers to address their needs, concerns, or issues with products or services.
• Respond efficiently and accurately to customers, explaining solutions and ensuring they feel supported.
• Resolve customer questions and concerns within established guidelines.
• Handle inbound and outbound customer calls, using active listening to clarify information and de-escalate situations.
• Build rapport with customers and foster relationships with call center team members.
• Utilize job-specific software, databases, scripts, and tools to address customer inquiries.
• Meet or exceed call center metrics while maintaining consistent customer service.
• Assess customer needs and make sales recommendations for suitable products or services.
• Participate in training and learning opportunities to expand knowledge of company products and services.
• Maintain a positive attitude and promote GFL through cooperative and professional interactions.
• Perform other duties as required by management to support company goals.

Requirements

• 2+ years of high-volume customer service experience, preferably in a call center environment.
• High School Diploma or GED.
• Able to implement solutions for general and specific customer concerns.
• Able to work in a fast-paced environment, meet deadlines, and perform under pressure.
• Strong organizational and record-keeping skills.
• Effective verbal and written communication skills with customers and employees.
• Basic proficiency in Microsoft Outlook, Word, and Excel.
• Good problem-solving ability and excellent data entry skills.