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Customer Service Representative II

Employer
GFL Environmental, Inc.
Location
Hartland
Salary
Competitive

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Job Summary:

Answer customer calls and emails on a daily basis and assist in resolving any questions or concerns in a professional, expeditious manner while maintaining a positive, courteous approach to internal and external customers.

Essential Functions:
  • Provide excellent customer service and professionalism to all customers via in person, telephone, email, or via the web.
  • Communicate clearly and concisely with on-the-road employees to give instructions and assistance.
  • Answer incoming and make outgoing customer telephone calls.
  • Receive and resolve, within established guidelines, customer questions and concerns.
  • Monitor, resolve, document, and report all customer complaints, driver route sheets and call-in sheet and all customer problems relating to operations and coordinate with sales.
  • Track customer information and concerns and enter data into database.
  • Research and complete customer refunds and submit for approval before being submitted to Accounts Receivable for payment.
  • Maintain new account files.
  • Work with supervisors to ensure that all missed stops and special pick ups are completed daily.
  • Provide timely and accurate information regarding missed stops or other customer concerns.
  • Generate call-in work orders for drivers
  • Download, distribute and answer all customer inquiries received via email.
  • Take web request and process payments by phone.
  • Process customer payments via internet and take cash payment's as needed.
  • Enter new subscription residential accounts into system.
  • Run credit checks on new customers.
  • Complete verification form, service agreement and pricing matrix on all commercial accounts for changes, new and cancelled.
  • Key all new/cancelled accounts into Tower system and verify in system.
  • Scan all contracts into system and maintain records of them.
  • Assist in completing the Affirmative Action log for all applicants.
  • Answer questions relating to benefits, vacation time, leave of absence, etc.
  • Assist supervisors/managers with processing payroll for all Branch personnel.
  • Responsible for completing employee data sheets to update employee status (active, termed, leave, etc.) in HRIS system.
  • Conducting new hire orientation, prepare and verify completion of new hire packets and ensure packets are sent to Home Office.
  • Maintain personnel and medical files for all employees.
  • Ensure affirmative action logs are accurate and complete and sent to Human Resources quarterly.

    Education, Training, Experience and Licensing/Certification Requirements:
  • High School Diploma or GED.
  • Two (2) to four (4) years customer service call center experience.

    Waste Industries is an Equal Opportunity Employer. We will make reasonable accommodations to enable employees to perform their jobs.

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