Lead Customer Service Representative

The Lead Corporate Customer Service Representative will handle and assist other team members with customer service activities relating to customer calls, provide leadership to the customer service team, and identify and resolve customer concerns.

 

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.

 

We thank you for your interest. Only those selected for an interview will be contacted.

GFL is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, please contact myworkdayrecruitment@gflenv.com