Customer Service Rep

Job Description Template:

At GFL our goal is to invest in our people and provide opportunities to grow for life!

Our employees are affectionately known as team green, a name that unites us all under our shared purpose of providing sustainable solutions to enable our customers and communities to be GREEN FOR LIFE!

• 15 days of paid time off
• 4 medical plan options including an HSA with employer contribution & match program
• 401(k) with an employer match
• Paid holidays
• Employee Assistance Program with free counseling services.

GFL Environmental is looking for a talented CSR to join our team. The Customer Service Representatives will provide outstanding service to our customers by responding to a high level of inbound customer calls, inquiries and requests which may require research and investigation to reach resolution. The CSR's will actively engage customers to ensure complete understanding of the issues and provide accurate and efficient responses in a prompt, respectful and courteous manner.

Key Responsibilities:

• Provide excellent customer service and professionalism to all customers via telephone, email, and web support
• Answer or place calls to customers to learn about and/or address their needs, concerns, or other issues with products or services
• Respond efficiently and accurately to customers, explaining possible solutions, and ensuring our customers feel supported and valued
• Receive and resolve, within established guidelines, customer questions and concerns
• Answer incoming and make outbound customer telephone calls
• Engage in active listening with customers, confirming or clarifying information and diffusing escalated situations, as needed
• Build instant rapport with customers and lasting relationships with other call center team members based on trust and reliability
• Utilize job-specific software, databases, scripts, and tools appropriately when addressing a variety of different topics presented by customers
• Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service
• Engage with customers to assess needs and makes sales recommendations for products or services that may better suit identified customer needs
• Participate in training and other learning opportunities to expand knowledge of the company, products, sales and services and performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values
• Maintain a positive attitude, and promote GFL by focusing on cooperation, employee partnership and positive telephone and email interactions
• Perform other duties and responsibilities as required or requested by management

Knowledge, Skills and Competencies:

• 2+ years of high volume customer service experience, preferably in a call center environment
• High School Diploma or GED
• Able to implement solutions to general and specific customer concerns
• Able to work in fast-paced environment, meet time deadlines and perform under pressure
• Good organizational and record keeping skills
• Able to speak and communicate effectively with customers and employees both verbally and in writing
• Basic Proficiency in Microsoft Outlook, Microsoft Word and Excel
• Good problem solving ability
• Excellent data entry skills

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

Please note that GFL does not provide visa sponsorship for this position. Valid work authorization in the country where the job is located is required. Successful candidates will be required to provide valid documentation confirming their eligibility to work in the country where the job is located prior to their start date.

This hiring process may utilize machine-based systems to assist in screening and assessing applicants. Final selection decisions are made by our recruitment team.