Customer Service Representative I

GFL Industries; Allentown (Lehigh County); On-site; USD 32,000 - 42,000; Full time

Job summary

GFL Industries is seeking a Customer Service Representative to handle high-volume calls and support residential and commercial customers. You will resolve issues, process payments, and provide information via phone, email, and web support.

Data entry of service orders and changes, plus assisting sales with appointments and quotations, are part of the role. The position requires 1–2 years of call center experience, a high school diploma or GED, and strong communication skills.

Qualifications

• Minimum 1–2 years in a customer service call center environment.
• Ability to handle customer concerns professionally and efficiently.
• Proficient in communicating clearly by phone, email and chat.

Responsibilities

• Handle high-volume call center interactions and resolve customer issues and payments.
• Answer inbound or place outbound calls to understand needs and address concerns.
• Provide excellent service via telephone, email and web support; data entry of service requests and changes.
• Assist Sales with appointments, tracking and quotations; participate in ongoing training.

Skills

Customer service experience

Call center experience

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.

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.

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.