Under the general direction of the customer service manager, the customer service representative (CSR) plays a crucial role in facilitating effective communication between customers and GFL, ensuring seamless operations, and maintaining customer satisfaction. The CSR is responsible for a variety of tasks, including data entry, clerical work, responding through inquiries through email and telephone and supporting overall office services.

Key Responsibilities:

• Provides exceptional customer service to both internal and external stakeholders through high volume of email and telephone communication.


• Collaborate with assigned TSR to provide comprehensive sales support including quoting, adding CSA lines, assisting with off specs, completing w/o’s and submitting inquires to tech for coding & pricing.


• Ensure timely and accurate responses to customer inquiries maintaining a positive and qualified demeanor.


• Maintain monthly and quarterly KPI’s, including but not limited to:
  
  
  
  • Number of work orders completed monthly.
  
  
  
  
  
  
  • Five 9 Metrics TBD
  
  
  • Accuracy of work orders
  
  
  
  


• Complete (w/o) and liaise with logics to communicate service date to client.


• Verify and ensure accuracy of w/o’s prior to releasing to dispatch.


• Handle off-spec shipments promptly and effectively. Add CSA lines and pricing if necessary.


• Perform other duties and responsibilities as required.

Knowledge, Skills and Competencies:

• To perform the duties in the job. Must be customer service orientated, have good communication skills, be detail orientated, and must be computer literate.


• Comfortable in a fast paced, ever-changing environment with many moving parts/responsibilities.


• High School Diploma or GED, Associate’s Degree preferred


• Customer service experience is preferred but not required

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