Customer Service Representative I

GFL Environmental Inc.•Allentown, PA

About The Position

The Customer Service Representative I 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, and supports outside sales representatives with appointment setting, customer tracking, and quotations. This is an evergreen requisition intended to build a pipeline of talent for future openings. An active role may not be available immediately; applications may be reviewed for upcoming opportunities that match the applicant’s background. The position supports a high-volume call center, addressing customer issues and payments, providing service by telephone, email, and web, entering service and work-order information, and supporting residential sales and commercial or roll-off inquiries. It also involves correspondence, follow-up on overnight messages, meeting call-center metrics, participating in training, and assisting with training. The position is primarily based in an indoor office environment, approximately 95% of the time, with usually moderate noise. GFL states that it does not provide visa sponsorship and requires valid work authorization in the country where the job is located. The hiring process may use machine-based systems to assist with screening and assessment; final selection decisions are made by the recruitment team.

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 Google applications.
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, peripheral, and depth vision, and ability to adjust focus.

Responsibilities

Handle calls in a high-volume call center, resolving customer issues and processing payments.
Answer inbound calls and place outbound calls to understand or address customers’ needs, concerns, and issues with products or services.
Provide professional customer service by telephone, email, and web support.
Enter new residential services, service changes, work orders, and cancellations.
Close residential sales calls.
Provide Sales with accurate information for commercial or roll-off calls.
Listen actively, confirm or clarify information, and diffuse escalated situations as needed.
Handle mail correspondence.
Take payments.
Mail company information when needed.
Call or email customers back regarding overnight voicemails and email requests.
Participate in training and other learning opportunities to expand knowledge of company products, sales, and services.
Perform other duties that support the company’s vision, mission, and values.
Work to meet or exceed call-center metrics while providing excellent customer service.
Maintain a positive attitude and promote cooperation, employee partnership, and positive telephone and email interactions.
Assist with training.