National Accounts Customer Service Coordinator

Summary:

The National Accounts Customer Service Coordinator will provide superior customer service to National Accounts by coordinating service inquiries and work orders, investigating customer issues, and updating customer accounts.

Key Responsibilities:

• Serve as the primary Customer Service representative for large national accounts by handling service inquiries, submitting service orders to branches and third-party contractors (subhaulers) via company systems, and investigating customer issues.
• Deliver superior customer service by providing 24/7 on-call support
• Assist in troubleshooting customers’ equipment failures and maintenance issues
• Collaborate with other National Accounts team members, branch personnel, and stakeholders from other departments across GFL to research issues and obtain resolution
• Work with third-party contractors to ensure on-time service delivery and resolution of issues
• Partner with the Sales and Pricing team, as needed, regarding third-party contractor pricing and contracting questions
• Answer customer emails and calls professionally and promptly with a positive demeanor.
• Maintain customer records with notes on inquiries and necessary revisions to services and master account data as appropriate.
• Assemble data collected in organized and systematic fashion leveraging existing tools, such as Google Workplace Applications, Tower, TRUX, GFL 1, and other web-based applications as needed.

Knowledge, Skills, Abilities and Competencies:

• 1-3 years of experience in sales or customer service
• Education: High school diploma or GED
• Ability to effectively communicate both orally and in writing with multiple stakeholders
• Desire and ability to deliver high quality customer service
• Ability to prioritize multiple requests and tasks from different parties in a fast-paced and changing environment and document findings as appropriate
• Highly organized with demonstrated time and task management skills
• Ability to pay attention to detail and maintain accuracy
• Strong problem-solving skills
• Working knowledge of Google Workplace Applications
• Experience entering data and generating reports from computer systems
• Working knowledge of Tower, TRUX, and GFL 1 is a plus but not required
• Understanding of environmental services industry is a plus but not required.