Solid Waste Service Sales Associate

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.
  • Call Handling: Answer incoming and make outgoing customer calls to resolve inquiries and concerns.
  • Problem Resolution: Monitor, resolve, document, and report all customer complaints, driver route sheets, and call-in sheets, and coordinate with sales to resolve customer problems.
  • Customer Tracking: Track customer information and concerns, and enter data into the database.
  • Refunds and Payments: 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.
  • Reporting: Provide timely and accurate information regarding missed stops or other customer concerns.
  • Work Orders: Generate call-in work orders for drivers.
  • Email and Web Inquiries: Download, distribute, and answer all customer inquiries received via email.
  • Payment Processing: Process customer payments via internet and take cash payments as needed.
  • Account Setup: Enter new subscription residential accounts into the system.
  • Credit Checks: Run credit checks on new customers.
  • Verification and Documentation: 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.
  • Team Collaboration: Maintain a positive attitude, promote the GFL Environmental image, and focus 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.

Requirements:

  • Education: High School Diploma or GED.
  • Experience: One (1) to Two (2) years of 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.
  • Data Entry Skills: Excellent data entry skills.

Working Conditions:

  • Work Environment: Work in an indoor office environment 95% of the time.
  • Physical Demands: Ability to stand, sit, walk, use hands and fingers, talk, and hear.

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