Contact Center 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 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 Americas leading waste management companies proudly making communities cleaner safer and happier through first-class service. Working for GFL is more than a job its an opportunity to grow in your career make new friends and make a difference each day.

Key Responsibilities:

• Professionally and clearly communicate with customers via phone email or live chat to address inquiries in a timely and accurate manner across all lines of business.
• Engage with customers in a friendly and professional manner while actively listening to their concerns. Calmly attempt to diffuse customer frustrations and de-escalate any problems.
• Serve as a customer advocate by thoroughly investigating issues and providing solutions by engaging the correct department for assistance in accordance with Company service standards and procedures.
• Utilize persuasive and retention skills to turn cancel service requests into saved opportunities by identifying customer needs.
• Maintain knowledge and educate customers on active products services options charges billing etc.
• Proactively quote pricing and sell residential subscription accounts when appropriate.
• Accurately record customer information and call notes in customer service database.
• Utilize multiple applications simultaneously while delivering excellent customer service.
• Achieve daily and monthly key performance metrics call and order entry productivity standards and call quality performance.
• Perform other job-related duties as assigned by management.

Requirements:

• High school diploma or general education degree (GED).
• One (1) or more years of relevant work experience.
• Microsoft Office experience.

Knowledge Skills and Abilities:

• Strong data entry skills.
• Ability to effectively communicate information with internal and external customers.
• Strong customer service skills effectively addressing and resolving escalated customer concerns with positive business impact.
• Ability to navigate through multiple applications and screens simultaneously.
• Excellent analytical attention to detail and time management skills.
• Strong work ethic demonstrating integrity trust and maintaining confidentiality.
• Ability to be a self-starter capable of working effectively in a fast paced team environment.
• Ability to read write and comprehend reports and associated documents.
• Ability to understand and follow written and oral instructions.

Physical/Mental Demands:

• Must be able to stand walk bend reach and lift in an office environment.
• Must be able to use hands and fingers kneel talk hear climb and balance.
• Visual requirements include close vision distance vision color vision peripheral vision depth perception and ability to adjust focus.
• Ability to manually lift/move up to 10 pounds.

Working Conditions:

• Operates in an office environment within the landfill transfer station recycling center or hauling site.
• Exposure to outdoor elements unpleasant odors exposure to fumes dust or uneven ground.

#GFLTalent

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

This hiring process may utilize machine-based systems to assist in screening and assessing applicants. Final selection decisions are made by our recruitment team.