Customer Service Representative

Overview

GFL Environmental is one of North America’s leading waste management companies, dedicated to providing sustainable solutions to make communities cleaner, safer, and happier. Working at GFL offers opportunities for growth, friendship, and making a positive impact every 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.
• Maintain new account files.
• Work with supervisors to ensure that all missed stops and special pickups are completed daily.
• 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 forms, service agreements, and pricing matrices on all commercial accounts for changes, new, and cancelled accounts.
• Key all new/cancelled accounts into Tower system and verify in system.
• Scan all contracts into system and maintain records of them.
• Affirmative Action Log for all applicants.
• Answer 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 backup 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 a 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: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Working Conditions

• Work in an indoor office environment 95% of the time.
• Noise level is usually moderate.