Customer Service Rep

GFL Environmental is looking for a talented CSR to join our team in Gainesville, FL. 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