Customer Service Representative

Pay: $18.50/hour

Benefits:

• 15 days of paid time off
• Competitive medical, dental, and vision plan options
• Health Savings Account with employer match option
• Paid Parental Leave
• 401(k) with an employer match up to 4%
• Supplemental health plans through Aflac
• Employer paid basic life insurance
• Employee paid short-term disability option
• Employer-paid long-term disability
• Mental health support through Employee Assistance Program
• 7 paid holidays annually

The Customer Service Representative will assist in selling and promoting GFL’s solid waste services to businesses and industrial establishments by placing outgoing calls and handling incoming customer calls and questions in a professional, courteous manner. Assist outside sales representative with appointment setting, customer tracking and quotations.

Key Responsibilities:

Customer Service & Sales Support

• Provide excellent customer service and professionalism via in-person, phone, email, or web interactions.
• Answer incoming calls, make outgoing calls, and assist in selling and promoting GFL's solid waste services.
• Assist outside sales representatives with appointment setting, customer tracking, and quotations.
• Receive and resolve customer questions, concerns, and complaints within established guidelines.
• Download, distribute, and respond to customer inquiries received via email.
• Process web requests and take customer payments over the phone, internet, or cash in person.
• Research and complete customer refund requests and submit them for approval prior to Accounts Receivable payment processing.
• Ensure the customer service area is neat and orderly and properly greet all visitors.

Operations & Logistics Support

• Communicate clearly and concisely with on-the-road employees to provide instructions and assistance.
• Monitor, resolve, document, and report customer complaints, driver route sheets, call-in sheets, and operational issues in coordination with sales.
• Work with supervisors to ensure 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.

Data & Administrative Management

• Track customer information and concerns by entering data into the database.
• Maintain new account files.
• Enter new subscription residential accounts into the system and run credit checks on new customers.
• Complete verification forms, service agreements, and pricing matrices for all commercial account changes, new accounts, and cancellations.
• Key all new and cancelled accounts into the Tower system and verify them.
• Scan all contracts into the system and maintain physical/digital records.
• Assist in completing the Affirmative Action log for all applicants.
• Provide backup assistance for the Office Coordinator as needed.
• Perform other duties and responsibilities as required or requested by management.

Job Requirements & Qualifications:

Basic Qualifications

• Education: High School Diploma or GED.
• Experience: 1 to 2 years of customer service call center experience.

Technical & Core Skills

• Software Proficiency: Proficient in Google Suites (Docs, Sheets, etc...).
• Data Management: Excellent and accurate data entry skills.

Key Competencies

• Problem-Solving: Strong analytical ability with a track record of identifying and implementing effective solutions.
• Performance Under Pressure: Proven ability to thrive in a fast-paced environment, meet tight deadlines, and perform under stress.
• Organization: Exceptional organizational, multi-tasking, and record-keeping capabilities.
• Communication: Clear, professional verbal and written communication skills with both customers and internal team members.

Physical & Work Environment Capabilities

• Physical Demands: Capability to stand, sit, walk, talk, hear, and use hands/fingers proficiently. Strong visual capabilities, including close-up, distance, color, peripheral vision, depth perception, and focus adjustment.
• Working Conditions: Primary work environment is an indoor office setting (95% of the time).Comfortable working in an environment with a moderate noise level.