Customer Service Representative I

Key Responsibilities:

• Handle calls for a high call volume call center which includes resolving all customers issues and payments.

• Answer inbound or place outbound calls to customers to learn about or address their needs, concerns, or any issues with products or services.

• Provide excellent customer service and professionalism to all customers via telephone, email and web support.

• Data entry of new residential service, service changes, work orders and cancellations.

• Closing on residential sales calls. 

• Assist and provide accurate information to Sales for any Commercial or Roll Off calls.

• Actively listening with customers, confirming, or clarifying information and diffusing escalated situations, as needed.

• Handle mail correspondence.

• Taking payments.

• Mailing company information if needed.

• Call or email all customers back from overnight voicemails and email requests.

• Participate in training and any other learning opportunities to expand knowledge of the company products, sales and services and performs any other duties needed to help drive company vision, mission, and values.

• Understand and strive to meet or exceed call center metrics while providing excellent customer service.

• Maintain a positive attitude and promote GFL by focusing on cooperation, employee partnership, and positive telephone and email interactions.

• Assist with training

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 Google applications
• 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.