Lead Customer Service 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
Medical, 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 or email.
• Answer incoming and make outgoing customer telephone calls.
• Monitor and assist in answering incoming customer telephone calls including escalated calls.
• Track customer information and concerns and enter data into database.
• Provide contact research for all customer changes.
• Provide timely and accurate information regarding missed stops or other customer concerns.
• Download, distribute and answer all customer inquiries received via email.
• Review and prepare reports relating to customer information.
• Coordinate and make recommendations for interdepartmental actions and resolutions.
• Provide mentoring to CSR team and relate recommended trainings to manager.
• Dispatch service orders to branches.
• Answer all escalated customer service calls and inquiries.
• 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 laws, regulations, ordinances and other orders and to all company policies, procedures and directives from supervisors.
• Perform other duties and responsibilities as required or requested by management.
Requirements:
• High School Diploma or GED, Associate’s Degree Preferred.
• Four (4) to Six (6) years customer service call center experience.
• One (1) to Two (2) years’ experience in a lead role preferred.
• Proficient in Microsoft Outlook, Microsoft Word and Excel.
Knowledge, Skills and Abilities:
• Ability to implement solutions to general and specific customer concerns.
• Excellent oral and written communication skills.
• Good interpersonal skills.
• Ability to develop and write reports, manuals and business correspondence.
Physical/Mental Demands:
• Ability to stand, sit, walk, use hands and fingers, talk and hear.
Working Conditions:
• Work in indoor office environment 95% of the time.
• Noise level is usually moderate.
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