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Customer Service Representative
2 months ago
The Customer Service Representative will play a key role in promoting GFL Environmental's solid waste services to businesses and industrial establishments. This individual will be responsible for assisting in the sales and promotion of services, handling customer inquiries, and providing exceptional customer service.
Key Responsibilities- Customer Service: Provide excellent customer service and professionalism to all customers via in-person, telephone, or email.
- Communication: Communicate clearly and concisely with on-the-road employees to give instructions and assistance.
- Customer Calls: Answer incoming and make outgoing customer telephone calls.
- Customer Concerns: Receive and resolve, within established guidelines, customer questions and concerns.
- Complaint Resolution: Monitor, resolve, document, and report all customer complaints, driver route sheets, and call-in sheets.
- Customer Tracking: Track customer information and concerns and enter data into the database.
- Refunds: Research and complete customer refunds and submit for approval before being submitted to Accounts Receivable for payment.
- Account Management: Maintain new account files and work with supervisors to ensure that all missed stops and special pick-ups are completed daily.
- Information Provision: Provide timely and accurate information regarding missed stops or other customer concerns.
- Work Orders: Generate call-in work orders for drivers.
- Email Management: Download, distribute, and answer all customer inquiries received via email.
- Payment Processing: Take web requests and process payments by phone, as well as process customer payments via the internet and take cash payments as needed.
- Account Entry: Enter new subscription residential accounts into the system.
- Credit Checks: Run credit checks on new customers.
- Verification: Complete verification forms, service agreements, and pricing matrices on all commercial accounts for changes, new, and cancelled.
- System Maintenance: Key all new/cancelled accounts into the Tower system and verify in the system.
- Contract Management: Scan all contracts into the system and maintain records of them.
- Administrative Support: Assist in completing the Affirmative Action log for all applicants.
- Teamwork: Maintain a positive attitude, promote the GFL Environmental image by focusing on cooperation, employee partnership, and positive telephone and email manners.
- Work Environment: Ensure the customer service area is neat and orderly and ensure proper greeting of all visitors.
- Compliance: 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.
- Additional Responsibilities: May provide backup assistance for the Office Coordinator and perform other duties and responsibilities as required or requested by management.
