Customer Service Representative I

GFL Environmental Inc.•McKinney, TX

10d

About The Position

The Customer Service Representative assists in selling and promoting GFL’s solid waste services to businesses and industrial establishments. The role places outgoing calls and handles incoming customer calls and questions professionally and courteously. It also supports outside sales representatives with appointment setting, customer tracking, and quotations. The representative provides customer service through in-person, telephone, email, and web interactions; coordinates with on-the-road employees and supervisors; and records and resolves customer concerns related to service and operations. The role handles account setup and maintenance, payments, refunds, credit checks, contracts, service agreements, and related records. It may also provide backup assistance for the Office Coordinator and perform other duties as requested by management. The position works in an indoor office environment approximately 95% of the time, where noise levels are usually moderate. GFL states it is an equal opportunity employer and does not provide visa sponsorship for this position.

Requirements

High school diploma or GED.
One to two years of customer service call center experience.
Ability to implement solutions to general and specific customer concerns.
Ability to work in a fast-paced environment, meet deadlines, and perform under pressure.
Good organizational and record-keeping skills.
Ability to communicate effectively with customers and employees verbally and in writing.
Proficiency in Microsoft Outlook, Word, and Excel.
Good problem-solving ability.
Excellent data-entry skills.
Ability to stand, sit, walk, use hands and fingers, talk, and hear.
Visual ability including close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.

Responsibilities

Provide professional customer service in person, by telephone, email, and web.
Communicate with on-the-road employees to provide instructions and assistance.
Answer incoming customer calls and make outgoing calls.
Receive and resolve customer questions and concerns within established guidelines.
Monitor, resolve, document, and report customer complaints, driver route sheets, call-in sheets, and operational problems; coordinate with sales.
Track customer information and concerns and enter data into the database.
Research and complete customer refunds, submitting them for approval before forwarding them to Accounts Receivable for payment.
Maintain new account files.
Work with supervisors to ensure missed stops and special pickups are completed daily.
Provide timely and accurate information about missed stops and other customer concerns.
Generate call-in work orders for drivers.
Download, distribute, and respond to customer inquiries received by email.
Process web requests and take payments by phone.
Process customer payments via the internet and accept cash payments as needed.
Enter new residential subscription accounts into the system.
Run credit checks on new customers.
Complete verification forms, service agreements, and pricing matrices for commercial account changes, openings, and cancellations.
Enter new and cancelled accounts into the Tower system and verify them in the system.
Scan contracts into the system and maintain contract records.
Assist in completing the Affirmative Action log for applicants.
Maintain a positive attitude and promote GFL’s image through cooperation, employee partnership, and positive telephone and email manners.
Keep the customer service area neat and orderly and properly greet visitors.
Comply with applicable laws, regulations, company policies, procedures, and supervisor directives.
Provide backup assistance for the Office Coordinator as needed.
Perform other duties and responsibilities as required or requested by management.