Customer Service Representative

Customer Service Representative

The Customer 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 :

• 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 Affirmative Action log for all applicants.
• 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 :

Knowledge, Skills and Abilities :

Physical / Mental Demands :

Working Conditions :