Business Development Coordinator

6 days ago

Muskego, Wisconsin, United States GFL Environmental Full time

About the Role:

The Customer Service Representative will play a key role in promoting GFL Environmental's solid waste services to businesses and industrial establishments. This will involve placing outgoing calls and handling incoming customer inquiries in a professional and courteous manner. The successful candidate will also assist outside sales representatives with appointment setting, customer tracking, and quotations.

Key Responsibilities:

  • Customer Service: Provide exceptional customer service and professionalism to all customers via phone, email, or in-person interactions.
  • Communication: Communicate clearly and concisely with on-the-road employees to provide instructions and assistance.
  • Customer Support: Answer incoming and make outgoing customer calls, receive and resolve customer questions and concerns within established guidelines.
  • Problem-Solving: Monitor, resolve, document, and report all customer complaints, driver route sheets, and call-in sheets, and coordinate with sales to resolve customer problems.
  • Account Management: Track customer information and concerns, enter data into the database, and research and complete customer refunds and submit for approval.
  • Administrative Tasks: Maintain new account files, work with supervisors to ensure all missed stops and special pick-ups are completed daily, and provide timely and accurate information regarding missed stops or other customer concerns.
  • Technical Skills: 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.
  • Financial Management: Process customer payments via internet and take cash payments as needed, enter new subscription residential accounts into the system, and run credit checks on new customers.
  • Contract Management: Complete verification forms, service agreements, and pricing matrices on all commercial accounts for changes, new, and cancelled, and key all new/cancelled accounts into the Tower system and verify in the system.
  • Record-Keeping: Scan all contracts into the system and maintain records of them, and 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, and 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.

Requirements:

  • Education: High School Diploma or GED.
  • Experience: One (1) to Two (2) years customer service call center experience.

Preferred Qualifications:

  • Language Skills: Ability to speak and communicate effectively with customers and employees both verbally and in writing.
  • Technical Skills: Proficient in Microsoft Outlook, Microsoft Word, and Excel.
  • Problem-Solving Skills: Good problem-solving ability, excellent data entry skills, and ability to implement solutions to general and specific customer concerns.
  • Physical/Mental Demands: Ability to stand, sit, walk, use hands and fingers, talk, and hear, with close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Working Conditions:

  • Work Environment: Work in an indoor office environment 95% of the time, with a moderate noise level.

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