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Customer Service Representative II

1 month ago

Denver, Colorado, United States GFL Environmental, Inc. Dba Waste Industries, Inc. Full time

The Customer Service Representative will provide exceptional service to our customers by responding to a high volume of inbound customer calls, inquiries, and requests which may require research and investigation to reach resolution.

The CSR will actively engage customers to ensure complete understanding of the issues and provide accurate and efficient responses in a prompt, respectful, and courteous manner.

Compensation range $23-24/hr based upon experience.

At GFL Environmental, Inc. Dba Waste Industries, Inc., our goal is to invest in our people and provide opportunities to grow for life.

Our employees are known as team members, a name that unites us all under our shared purpose of providing sustainable solutions to enable our customers and communities to thrive.

We offer a comprehensive benefits package, including 15 days of paid time off, 4 medical plan options, dental, and vision coverage.

401(k) with an employer match, paid holidays, and an Employee Assistance Program with free counseling services.

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.
  • 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.
  • 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.
  • 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.
  • Take web requests and process payments by phone.
  • 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 backup assistance for Office Coordinator.
  • Perform other duties and responsibilities as required or requested by management.

Position Requirements:

  • Minimum of 2 years CSR experience in an office setting.
  • Ability to organize multiple projects.
  • 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, Teams, Word, and Excel.
  • Good problem-solving ability.
  • Excellent data entry skills.