Contact Center Representative

GFL Environmental • Houston, TX

17h

About The Position

The Contact Center Representative (CCR) is responsible for contributing to the overall success of the Contact Center Department. The CCR will assist customers via phone, email, or live chat regarding new account set up, billing inquiries, services, general information and more while adhering to Company policies and procedures. At GFL our goal is to invest in our people and provide opportunities to grow for life! Our employees are affectionately known as team green, a name that unites us all under our shared purpose of providing sustainable solutions to enable our customers and communities to be GREEN FOR LIFE! 15 days of paid time off. 4 medical plan options including an HSA with employer contribution & match program, dental, and vision coverage. 401(k) with an employer match. Paid holidays. Employee Assistance Program with free counseling services. Overview: GFL Environmental is one of North America’s leading waste management companies, proudly making communities cleaner, safer, and happier through first-class service. Working for GFL is more than a job — it’s an opportunity to grow in your career, make new friends, and make a difference each day.

Requirements

• High school diploma or general education degree (GED).
• One (1) or more years of relevant work experience.
• Microsoft Office experience.

Responsibilities

• Professionally and clearly communicate with customers via phone, email, or live chat to address inquiries in a timely and accurate manner across all lines of business.
• Engage with customers in a friendly and professional manner while actively listening to their concerns.
• Calmly attempt to diffuse customer frustrations and de-escalate any problems.
• Serve as a customer advocate by thoroughly investigating issues and providing solutions by engaging the correct department for assistance in accordance with Company service standards and procedures.
• Utilize persuasive and retention skills to turn cancel service requests into saved opportunities by identifying customer needs.
• Maintain knowledge and educate customers on active products, services options, charges, billing, etc.
• Proactively quote pricing and sell residential subscription accounts when appropriate.
• Accurately record customer information and call notes in customer service database.
• Utilize multiple applications simultaneously while delivering excellent customer service.
• Achieve daily and monthly key performance metrics, call and order entry productivity standards, and call quality performance.
• Perform other job-related duties as assigned by management.

Benefits

• 15 days of paid time off.
• 4 medical plan options including an HSA with employer contribution & match program, dental, and vision coverage.
• 401(k) with an employer match.
• Paid holidays.
• Employee Assistance Program with free counseling services.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees