Customer Service Representative

GFL Environmental; Fairfax (IN); On-site; USD 19,000 - 28,000; Full time

Job summary

GFL Environmental Inc. is seeking a customer service associate to deliver professional support to customers in person, by phone, email, and web channels. You will coordinate with on-the-road staff, answer inquiries, and help resolve issues while maintaining accurate records.

The role involves data entry, processing payments, refunds, and maintaining files. Strong communication and computer skills are essential for success in a fast-paced environment.

Qualifications

• High School Diploma or GED is required.
• 1–2 years of customer service call center experience preferred.

Responsibilities

• Provide excellent customer service to customers in person, by phone, email, or web.
• Communicate clearly with on-the-road employees to give instructions and assistance.
• Answer incoming and make outgoing customer calls.
• Resolve customer questions and concerns within guidelines.
• Track and document customer information and issues in the database.
• Process customer payments and refunds as needed and coordinate with Accounts Receivable.

Skills

Customer service

Phone support

Data entry

Microsoft Outlook

Microsoft Word

Excel

Written communication

Education

High School Diploma or GED

Tools

Microsoft Outlook

Microsoft Word

Excel

Job description

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.
• Receive and resolve, within established guidelines, customer questions and concerns.
• Monitor, resolve, document, and report all customer complaints, driver route sheets and call-in sheet and all customer problems relating to operations and coordinate with sales
• 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
• Maintain new account files
• Work with supervisors to ensure that all missed stops and special pick ups are completed daily
• 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
• Take web request and process payments by phone
• Process customer payments via internet and take cash payment’s as needed
• Enter new subscription residential accounts into system
• Run credit checks on new customers
• Complete verification form, service agreement and pricing matrix on all commercial accounts for changes, new and cancelled
• Key all new/cancelled accounts into Tower system and verify in system
• Scan all contracts into system and maintain records of them
• Assist in completing the Affir... 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 back up assistance for Office Coordinator
• 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.