Customer Service Representative

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. ( Online Request)

• Research and complete customer refunds and submit for approval before being submitted to Accounts Receivable for payment.

• Maintain new account files. (New Starts)

• Work with supervisors to ensure that all missed stops and special pick-ups are completed daily. (Missed Pickups-OPS)

• Provide timely and accurate information regarding missed stops or other customer concerns.

• Download, distribute and answer all customer inquiries received via email.

• Take web request and process payments by phone.

• Process customer payments via internet.

• Enter new subscription residential accounts into system.

• Key all new/cancelled accounts into Tower system and verify in system.

• 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. (Leads)

• 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.