Corporate CSR I
GFL Industries

Job Info

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The Customer Service Representative will answer customer calls using the CISCO Call Manager System Platform and return emails daily and assist in resolving any questions or concerns in a professional, expeditious manner while maintaining a positive, courteous approach to internal and external customers.

Key Responsibilities:
• Provide excellent customer service and professionalism to all customers via in person, telephone, email, or via the web.
• Communicate clearly and concisely with on-the-road employees to give instructions and assistance.
• Answer incoming and make outgoing customer telephone calls.
• Perform outbound sales calls for marketing campaigns based on branch needs
• Must maintain an average talk time set forth in the published guidelines.
• Answer incoming calls from multiple branch locations while following branch procedures for routing deliveries and services.
• Process customer payments by phone via the internet.
• Follow applicable compliance with regards to payment processing.
• Track customer calls during special projects.
• Receive and resolve, within established guidelines, customer questions and concerns.
• Monitor, resolve, document, and report all customer complaints.
• Track customer information and concerns and enter data into database.
• Research and complete customer refunds and submit for approval before being submitted to Accounts Receivable for payment.
• Provide timely and accurate information regarding missed stops or other customer concerns.
• Generate call-in work orders for drivers
• Download, distribute and answer all customer inquiries received via email.
• Enter new subscription residential accounts into system based on branch specifications
• Assist customers with enrolling in ebilling
• Key all new/cancelled accounts into Tower system and verify in system.
• Assist with cancelling residential accounts that are placed for collections per the company policy
• Maintain a positive attitude, and promote the GFL Environmental image by focusing on cooperation, employee partnership and positive telephone and email manners.
• Ensure the customer service area is neat and orderly and ensure proper greeting of all visitors.
• Conform in all respects with applicable federal, state/provincial and local laws, regulations, ordinances and other orders and to all company policies, procedures and directives from supervisors.
• May provide backup assistance for the Billing Department.
• Perform other duties and responsibilities as required or requested by management.

Requirements:
• High School Diploma or GED.
• One (1) to Two (2) years customer service call center experience.

Knowledge, Skills and Abilities:
• Ability to implement solutions to general and specific customer concerns.
• Ability to work in fast-paced environment, meet time deadlines and perform under pressure.
• Possess good organizational skills and record keeping skills.
• Possess ability to speak and communicate effectively with customers and employees both verbally and in writing.
• Proficient in Microsoft Outlook, Microsoft Word and Excel.
• Good problem solving ability.
• Excellent data entry skills.

Physical/Mental Demands:
• Ability to stand, sit, walk, use hands and fingers, talk and hear.
• Visual Requirements: include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Working Conditions:
• Work in indoor office environment 95% of the time.
• Noise level is usually moderate.

We thank you for your interest. Only those selected for an interview will be contacted.

GFL is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, please contact myworkdayrecruitment@gflenv.com

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