Customer Service Representative I

GFL Industries; Allentown (Lehigh County); On-site; USD 36,000 - 48,000; Full time

Job summary

GFL Industries is seeking a Customer Service Representative to support its solid waste services by handling high-volume calls, processing payments, and assisting the outside sales team with appointments and quotes.

You will deliver professional service via phone, email and web support, perform data entry for new services and orders, and help the company meet its metrics while upholding GFL's values.

Qualifications

• High School Diploma or GED required.
• 1–2 years customer service call center experience.
• Strong communication and problem-solving abilities.
• Proficiency with data entry and administrative tasks.

Responsibilities

• Handle high-volume call center inquiries and payments.
• Answer inbound/outbound calls to learn about customers’ needs.
• Provide professional customer service via phone, email and web support.
• Enter data for new residential service, changes, and work orders.
• Support sales with appointments, quotes, and follow-ups.
• Assist training and expand knowledge of products, sales and services.
• Meet or exceed call center metrics while maintaining professionalism.

Skills

Customer service

Data entry

Communication skills

Problem solving

Organizational skills

Google applications

Education

High School Diploma or GED

Tools

Google applications

Job description

The Cusomer Service Representative will assist in selling and promoting GFL's solid waste services to businesses and industrial establishments by placing outgoing calls and handling incoming customer calls and questions in a professional, courteous manner. Assist outside sales representative with appointment setting, customer tracking and quotations.

Key Responsibilities

• Handle calls for a high call volume call center which includes resolving all customers issues and payments.
• Answer inbound or place outbound calls to customers to learn about or address their needs, concerns, or any issues with products or services.
• Provide excellent customer service and professionalism to all customers via telephone, email and web support.
• Data entry of new residential service, service changes, work orders and cancellations.
• Closing on residential sales calls.
• Assist and provide accurate information to Sales for any Commercial or Roll Off calls.
• Actively listening with customers, confirming, or clarifying information and diffusing escalated situations, as needed.
• Handle mail correspondence.
• Taking payments.
• Mailing company information if needed.
• Call or email all customers back from overnight voicemails and email requests.
• Participate in training and any other learning opportunities to expand knowledge of the company products, sales and services and performs any other duties needed to help drive company vision, mission, and values.
• Understand and strive to meet or exceed call center metrics while providing excellent customer service.
• Maintain a positive attitude and promote GFL by focusing on cooperation, employee partnership, and positive telephone and email interactions.
• Assist with training.

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 Google applications
• 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 [e-mail]

Please note that GFL does not provide visa sponsorship for this position. Valid work authorization in the country where the job is located is required. Successful candidates will be required to provide valid documentation confirming their eligibility to work in the country where the job is located prior to their start date.

This hiring process may utilize machine-based systems to assist in screening and assessing applicants. Final selection decisions are made by our recruitment team.