Contact Center Representative

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:

• Professionally and clearly communicate with customers via phone, email, or live chat to address inquiries in a timely and accurate manner across all lines of business. 
• Engage with customers in a friendly and professional manner while actively listening to their concerns.  Calmly attempt to diffuse customer frustrations and de-escalate any problems.
• Serve as a customer advocate by thoroughly investigating issues and providing solutions by engaging the correct department for assistance in accordance with Company service standards and procedures. 
• Utilize persuasive and retention skills to turn cancel service requests into saved opportunities by identifying customer needs.
• Maintain knowledge and educate customers on active products, services options, charges, billing, etc. 
• Proactively quote pricing and sell residential subscription accounts when appropriate. 
• Accurately record customer information and call notes in customer service database. 
• Utilize multiple applications simultaneously while delivering excellent customer service.
• Achieve daily and monthly key performance metrics, call and order entry productivity standards, and call quality performance.
• Perform other job-related duties as assigned by management.

Requirements:

• High school diploma or general education degree (GED).
• One (1) or more years of relevant work experience.
• Microsoft Office experience.

Knowledge, Skills, and Abilities:

• Strong data entry skills.
• Ability to effectively communicate information with internal and external customers.
• Strong customer service skills, effectively addressing and resolving escalated customer concerns with positive business impact.
• Ability to navigate through multiple applications and screens simultaneously.
• Excellent analytical, attention to detail, and time management skills.
• Strong work ethic, demonstrating integrity, trust, and maintaining confidentiality.
• Ability to be a self-starter capable of working effectively in a fast paced, team environment.
• Ability to read, write, and comprehend reports and associated documents.
• Ability to understand and follow written and oral instructions.

Physical/Mental Demands:

• Must be able to stand, walk, bend, reach and lift in an office environment.
• Must be able to use hands and fingers, kneel, talk, hear, climb and balance.
• Visual requirements include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Ability to manually lift/move up to 10 pounds.

Working Conditions:

• Operates in an office environment within the landfill, transfer station, recycling center, or hauling site. 
• Exposure to outdoor elements, unpleasant odors, exposure to fumes, dust, or uneven ground.

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