Customer Service Representative

GFL Environmental Inc.; Pickering; On-site; CAD 36,000 - 54,000; Full time

Job summary

GFL Environmental Inc. in Canada seeks a Customer Service Representative to support customers and internal teams through email and phone interactions. The role involves data entry, clerical tasks, and general office services to ensure smooth operations and high customer satisfaction.

You will collaborate with the sales team to provide quotes, add CSA lines, and coordinate with technical teams for pricing and coding. Strong accuracy and communication are essential in a fast-paced setting.

Qualifications

• Customer service orientation required.
• Excellent communication and interpersonal skills.
• Attention to detail and accuracy in data entry and clerical tasks.
• Comfortable in a fast-paced environment with multiple moving parts.

Responsibilities

• Provides exceptional customer service to internal and external stakeholders via high-volume email and phone communication.
• Collaborates with TSR to provide sales support including quoting, CSA lines, off-spec handling, and pricing inquiries.
• Ensures timely, accurate responses to inquiries with a professional demeanor.
• Maintains monthly and quarterly KPIs such as work orders completed and accuracy of documentation.
• Verifies accuracy of work orders prior to dispatch and communicates service dates to clients.

Skills

Customer service

Communication skills

Detail oriented

Data entry

Computer literacy

Education

High School Diploma or GED

Associate’s Degree preferred

Tools

Microsoft Office

CRM software

Job description

Under the general direction of the customer service manager, the customer service representative (CSR) plays a crucial role in facilitating effective communication between customers and GFL, ensuring seamless operations, and maintaining customer satisfaction. The CSR is responsible for a variety of tasks, including data entry, clerical work, responding through inquiries through email and telephone and supporting overall office services.

Key Responsibilities:

• Provides exceptional customer service to both internal and external stakeholders through high volume of email and telephone communication.
• Collaborate with assigned TSR to provide comprehensive sales support including quoting, adding CSA lines, assisting with off specs, completing w/o’s and submitting inquires to tech for coding & pricing.
• Ensure timely and accurate responses to customer inquiries maintaining a positive and professional demeanor.
• Maintain monthly and quarterly KPI’s, including but not limited to:
  • Number of work orders completed monthly.
  • Five 9 Metrics TBD
  • Accuracy of work orders
• Complete (w/o) and liaise with logics to communicate service date to client.
• Verify and ensure accuracy of w/o’s prior to releasing to dispatch.
• Handle off-spec shipments promptly and effectively. Add CSA lines and pricing if necessary.
• Perform other duties and responsibilities as required.

Knowledge, Skills and Competencies:

• To perform the duties in the job. Must be customer service orientated, have good communication skills, be detail orientated, and must be computer literate.
• Comfortable in a fast paced, ever-changing environment with many moving parts/responsibilities.
• High School Diploma or GED, Associate’s Degree preferred
• Customer service experience is preferred but not required

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