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Customer Service Representative

1 month ago

Greenville, South Carolina, United States GFL Environmental Full time

Job Summary:

The Customer Service Representative will be responsible for providing exceptional customer service to businesses and industrial establishments by handling incoming and outgoing calls, resolving customer inquiries and concerns, and promoting GFL Environmental's solid waste services.

Key Responsibilities:

  • Provide excellent customer service and professionalism to all customers via phone, email, or in person.
  • 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 customer questions and concerns within established guidelines.
  • Monitor, resolve, document, and report all customer complaints and concerns.
  • Track customer information and concerns and enter data into database.
  • Research and complete customer refunds and submit for approval.
  • Maintain new account files and ensure timely and accurate information regarding customer concerns.
  • Generate call-in work orders for drivers and download, distribute, and answer customer inquiries received via email.
  • Process customer payments via internet and take cash payments as needed.
  • Enter new subscription residential accounts into system and 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.
  • 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 back-up assistance for Office Coordinator.
  • Perform other duties and responsibilities as required or requested by management.

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 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 Requirements: include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Working Conditions:

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