Customer Service Representative

GFL Environmental Inc. • Ottawa, ON

4d • Onsite

About The Position

At Matrec, our Customer Service Representatives do much more than answer phone calls: they embody our commitment to safety, efficiency, and first-class customer service. In this key role, you will handle inquiries from clients, coordinate directly with drivers on the road, and perform vital administrative tasks to keep our operations running smoothly and support our growing business.

Requirements

• High School Diploma or GED equivalent.
• Minimum of 1 to 2 years of customer service experience in a call center or office environment.
• Proficient in Microsoft Office (Outlook, Word, Excel) with excellent data entry speed and accuracy (Tower system experience considered an asset).
• Exceptional written and verbal communication skills with strong problem-solving capabilities and high attention to detail.
• Proven ability to work in a fast-paced environment, prioritize tasks, meet strict deadlines, and handle customer situations under pressure.

Nice To Haves

• Tower system experience

Responsibilities

• Provide prompt, courteous, and professional service to customers via phone, email, web, or in person, resolving questions and concerns within established guidelines.
• Communicate clearly with drivers on the road to issue instructions, generate call-in work orders, and coordinate daily missed stops or special pick-ups with supervisors.
• Input new residential/commercial accounts into the system (Tower), perform credit checks, verify service agreements, scan contracts, and update pricing matrixes.
• Track, document, resolve, and report customer complaints or route problems, collaborating directly with sales and operations teams.
• Process customer payments (by phone, internet, or cash), handle refund requests for approval, and route them to Accounts Receivable.
• Greet visitors, maintain a clean reception area, foster team cooperation, and adhere strictly to company directives and regulatory standards.
• Provide backup support for the Office Coordinator, complete applicant tracking logs, and perform other operational duties assigned by management.

Benefits

• Full medical, dental, and vision coverage fully paid by the employer for you and your family.
• RRSP/DPSP program with employer matching contribution.
• Employee Assistance Program (EAP).
• Exclusive employee discount programs, perks, and team recognition initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED