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Customer Service Representative

1 month ago

Elmwood, Illinois, United States GFL Industries Full time

About the Role:

The Customer Service Representative will play a key role in selling and promoting GFL's solid waste services to businesses and industrial establishments. This will involve placing outgoing calls and handling incoming customer calls and questions in a professional and courteous manner.

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 requests and process payments by phone.
  • Process customer payments via internet and take cash payments 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.

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 a 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 abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Working Conditions:

  • Work in an indoor office environment 95% of the time.
  • Noise level is usually moderate.

About GFL Environmental:

GFL Environmental 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 us.