Contact Center Representative

The Customer Service Representative 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. 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, dental, and vision coverage. 401(k) with an employer match. Paid holidays. Employee Assistance Program with free counseling services. Overview: GFL Environmental is one of North America’s leading waste management companies, proudly making communities cleaner, safer, and happier through first-class service. Working for GFL is more than a job — it’s an opportunity to grow in your career, make new friends, and make a difference each day. 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 drivers. • 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 payments 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. • 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. • Assist in answering questions relating to benefits, vacation time, leave of absence, etc. • 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. • Two (2) to four (4) years customer service call center experience. • Operate standard office equipment (i.e., copier, facsimile, personal computer). 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. #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 Current GFL Employees If you are an existing GFL employee and would like to search and apply to current job openings, please visit the internal GFL Jobs Hub. Son personnel, c’est ce que GFL a de plus précieux. C’est pourquoi nous sommes heureux que vous consultiez ce portail! Nous avons la volonté de vous offrir des perspectives professionnelles exceptionnelles, de laisser sur l’environnement une empreinte positive et d’aider nos employés à réaliser leurs ambitions personnelles. Nous entendons créer les emplois qui sauront vous attirer chez nous. GFL veille non seulement sur sa croissance, mais aussi sur la croissance de ses employés. Nous savons que tous nos employés ont le potentiel de faire ce qu’ils ambitionnent de devenir et nous sommes fiers de les épauler dans ce parcours. Nous tenons compte des objectifs personnels de nos employés, en les aidant à connaître la carrière et la vie qu’ils souhaitent, qu’il s’agisse d’avancer professionnellement, d’apprendre des compétences nouvelles, de nouer des relations durables ou de mentorer des collègues, en prenant le temps de se consacrer à d’autres ambitions personnelles. Puisque la sécurité et le développement durable sont au cœur de toutes nos activités, nous nous mobilisons pour former « l’Équipe verte » — unie dans notre objectif commun : offrir des solutions environnementales grâce auxquelles nos clients et les collectivités que nous servons deviendront Verts pour la vie. Nous sommes fiers d’affirmer que travailler pour GFL, ce n’est pas seulement avoir un emploi. C’est aussi l’occasion de faire œuvre utile et de grandir énormément en cours de route. Quel que soit le travail que vous faites aujourd’hui, nous visons haut et nous voyons loin — non seulement pour demain, mais aussi pour toute la vie. GFL autonomise ceux et celles qui veulent grandir dans leur carrière et dans leur vie, que ce soit dans nos équipes des Opérations ou dans nos équipes des Services professionnels. Les opérations: Dans nos postes des Opérations, nous offrons aux candidats, partout en Amérique du Nord, des horizons de développement infinis et des perspectives d’enrichissement des compétences à l’avant-garde de notre organisation. Nos employés jouent un rôle décisif dans la vision de notre société, qui consiste à créer des collectivités plus propres et plus durables. Les services professionnels : Nos postes administratifs dans les bureaux des grandes villes nord‑américaines aident les candidats à nouer des liens solides avec les clients, à gérer les programmes et les comptes clés et à s’assurer que nos équipes de terrain offrent une efficience maximale.