GFL Environmental is looking for a Customer Service Representative to join our team out of our Allentown office. The Customer Service Representative will assist in selling and promoting GFL's solid waste services to businesses and industrial establishments by placing outgoing calls and handling incoming customer calls and questions in a professional, courteous manner. This role will also assist outside sales representatives with appointment setting, customer tracking and quotations.
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
Answer incoming and make outgoing customer telephone calls
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
Maintain new account files
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 driver
Download, distribute and answer all customer inquiries received via email
Take web request and process payments by phone
Process customer payments via internet and take cash payment's as needed
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
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
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
Perform other duties and responsibilities as required or requested by management
Knowledge, Skills, Abilities and Competencies:
High School Diploma or GED
2 years customer service call center experience
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
Excellent data entry skills
#GFLTalent
We thank you for your interest. Only those selected for an interview will be contacted.
GFL is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, please contact myworkdayrecruitment@gflenv.com
