Customer Service Representative I

GFL Environmental•McKinney, TX

About The Position

The Customer Service Representative assists in selling and promoting GFL’s solid waste services to businesses and industrial establishments by making outgoing calls and handling incoming customer calls and inquiries professionally and courteously. The role also supports outside sales representatives with appointment setting, customer tracking, and quotations. The position provides customer service in person, by telephone, email, and web; coordinates with field employees and supervisors to address operational concerns; maintains customer and account records; processes payments and refund requests; and supports account setup and changes. The role also helps maintain an orderly customer service area, may provide backup assistance to the Office Coordinator, and performs other duties as requested by management.

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 time 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, Microsoft Word, and Excel.
Good problem-solving ability.
Excellent data-entry skills.

Responsibilities

Provide excellent customer service and professionalism to customers in person, by telephone, email, and web.
Communicate clearly and concisely with on-the-road employees to provide instructions and assistance.
Answer incoming customer calls and make outgoing customer 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 customer problems; coordinate with sales.
Track customer information and concerns and enter data into the database.
Research and complete customer refunds, submit them for approval, and forward 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 answer customer inquiries received by email.
Take web requests and process 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, new accounts, 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 the GFL Environmental image through cooperation, employee partnership, and positive telephone and email manners.
Keep the customer service area neat and orderly and ensure visitors are greeted properly.
Comply with applicable laws, regulations, ordinances, 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.