Customer Service Representative

The Customer Service Representative is responsible for delivering exceptional customer service, managing incoming and outgoing customer communications, resolving inquiries and complaints, and providing administrative support to ensure smooth operational workflows and positive customer relations.

Key Benefits:

• Competitive hourly wages
• Comprehensive employer-paid benefits
• RRSP/DPSP matching program
• Career growth opportunities across GFL’s nationwide network
• Employee Assistance Program (EAP)
• “Green for Life” employee perks and recognition programs

Key Requirements:

• High School Diploma or GED required.
• 1 to 2 years of customer service call center experience.
• Proficient in Microsoft Outlook, Microsoft Word, and Excel.
• Strong verbal and written communication, data entry, and organizational skills.
• Demonstrated problem-solving ability and capacity to work under pressure in a fast-paced environment.

Key Responsibilities:

• Provide excellent customer service and professionalism to all customers in person, via telephone, email, or web.
• Answer incoming calls, make outgoing customer calls, and resolve customer questions and concerns within established guidelines.
• Monitor, resolve, document, and report customer complaints, driver route sheets, and call-in sheets; coordinate customer operational issues with sales.
• Communicate clearly and concisely with on-the-road employees to give instructions and assistance, generating call-in work orders for drivers.
• Work with supervisors to ensure missed stops and special pick-ups are completed daily, providing timely and accurate information regarding customer concerns.
• Track customer information, enter data into database, key new/cancelled accounts into the Tower system, and scan contracts for record-keeping.
• Complete verification forms, service agreements, and pricing matrices on commercial accounts; enter new subscription residential accounts into the system.
• Process customer payments by phone/internet, accept cash payments as needed, run credit checks on new customers, and complete customer refund requests.
• Assist in completing the Affirmative Action log for applicants and provide backup assistance for the Office Coordinator as needed.
• Maintain a neat and orderly customer service area, ensuring proper greeting of all visitors.
• Conform in all respects with applicable federal, state/provincial, and local laws, company policies, and supervisory directives.
• Perform other duties and responsibilities as required or requested by management.

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