Customer Service Representative

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, call-in sheets, and all customer problems relating to operations; 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 pickups 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 requests 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.
• 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 backup 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.

Skills

• Ability to implement solutions to general and specific customer concerns.
• Ability to work in fast-paced environment, meet time deadlines, and perform under pressure.
• Good organizational skills and record keeping skills.
• 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.