Customer Service Representative

Key Responsibilities:

• Provides customer service via telephone and email to assigned Client Accounts. This includes, but is not limited to, missed pick-ups, terms and conditions of contract, complaints, pricing issues, changes, new orders, claims processing, etc. Follows up with customers on a regular basis to ensure that resolution meets their needs.
• Develops and maintains rapport with customers, and/or manufacturers, via telephone and email, in order to buildand maintain an excellent working relationship.
• Regularly coordinates responsibilities with multiple internal departments including but not limited to, Field reps,Dispatching, IT, and Operations. Contact with Field Reps/Operations to ensure accurate completion of fieldactivity.
• Provides regular and adhoc reporting and assistance to various GFL Environmental Managers and clients. This could include, but not be limited to, customer revenue and volume trend analysis, new client statistics, and adhocaccount reports.
• Identify and implement process improvements for coordinating activities between departments. Consistently look to improve procedural processes and gathers feedback from clients on a regular basis.
• Perform other duties and responsibilities, as assigned.

Knowledge, Skills & Key Competencies:

• Education equivalent to College Degree in Business, or the equivalent in related work experience, demonstrating the ability to focus on quality and procedures.
• Minimum of two years of account management/customer service experience, including two or more years ofcustomer service management experience.
• Demonstrates knowledge of retail, pharmaceutical or environmental industry a plus.
• Demonstrates good knowledge of Microsoft Office including Excel, Outlook, Word and PowerPoint; and a generalknowledge of general database use.
• Demonstrates the ability to identify and understand customer needs, takes appropriate actions to ensurecustomer needs are met and proactively searches for ways to increase customer satisfaction, with minimal to nodirection from management.
• Demonstrates the ability to speak clearly and convey information orally, both on an individual basis and in agroup.
• Demonstrates the ability to draft written communication, both on an individual basis and in a group.
• Demonstrates the ability to positively and confidently share opinions and feelings in the spirit of cooperation andteam building. Accurately communicates with others regardless of their status or position
• Demonstrates the ability to deal openly and honestly with customers and management while building credibility and maintaining trust. Exhibits empathy and sensitivity for the needs of customers. Is perceived by other as being helpful and supportive.

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