Lead Customer Service Representative
Waste Industries

Job Info

---

Job Summary:

The Lead Customer Service Rep. will be responsible for answering customer calls and return 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. The Lead Customer Service Rep. will also enter and verify all temporary and permanent Broker contracts and service level transactional changes for the Brokers.  Cancel all permanent Broker customers, enter information related to seasonal Broker customers, and adhere to the processes of transmitting the information to and from the branches. 

 

Essential Functions:

• Provide excellent customer service and professionalism to all customers via in person, telephone, email, or via the web.
• Answer incoming calls from multiple branch locations while following individual branch procedures for routing deliveries and services.
• Assist in training new staff members.
• Receive and resolve, within established guidelines, customer questions and concerns.
• Monitor, resolve, document, and report all customer complaints.
• Research and complete customer refunds and submit for approval before being submitted to Accounts Receivable for payment.
• Provide timely and accurate information regarding missed stops or other customer concerns.
• Assist with cancelling accounts that are placed for collections per the company policy.
• Daily entry of all Broker contracts and service level changes, both temporary and permanent
• Daily cancellation of permanent accounts.
• Verify orders previously entered by other Customer Service Reps.
• Assist in completing monthly metrics for the Broker Department.
• Maintain Broker CSR manual.
• Cover the other CSR’s Brokers during their time off.
• Initiate and monitor customer delivery work orders.
• Initiate and monitor customer return to stock work orders.
• Enter and update customer contract terms.
• Exempt customers with contractual limitations for price increases from traditional price increase methods.
• Initiate correspondence to appropriate manger to process reinstatement of service for seasonal customers.
• Support and train the departments CSRs on processes used to transmit necessary data to and from Tower.
• Ensure customer’s TOWER account is accurate and well maintained.
• Self supervised and directed.

 

Additional Responsibilities:

• Maintain a positive attitude, and promote the GFL image by focusing on cooperation, employee partnership and positive telephone and email manners.
• Conform in all respects with applicable federal, state, and local 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.
• Actively participate in the identification, development and implementation of best practices.
• Assist with training of new employees and re-training of veteran employees.
• Must be able to work overtime on an as-needed basis.

 

Machines, Tools and Equipment:

• Operate standard office equipment (i.e. personal computer, copier, facsimile, copy machine, scanner).
• Excellent data entry skills.
• Must be proficient in Microsoft Office, Excel, Word, Outlook and Powerpoint.

Education, Training, Experience, and Licensing/Certification Requirements:

• Two (2) year Associates Degree or higher preferred
• Two (2) or Four (4) years customer service experience
• May be required to take additional training courses to enhance job performance and stay abreast of latest technology

 

Knowledge, Skills, and Abilities:

• Must be detailed oriented.
• Proficient knowledge of TOWER required.
• Knowledge of GFL required.
• Ability to implement solutions to the general and specific customers concerns.
• Ability to work in a fast paced environment, meet time deadlines and perform under pressure.
• Must possess excellent business communication skills and the ability to communicate professionally and effectively with internal and external customers.
• Must demonstrate ability to manage projects independently and work to complete projects on time.
• Possess ability to speak and communicate effectively with customers and employees both verbally and in writing.
• Good problem solving skills

 

Physical/Mental Demands

• Must possess ability to stand, walk, sit, use hands and fingers, reach, talks and hear.
• Visual requirements include close vision, peripheral vision and ability to adjust focus.
• May be required to work more than 40 hours per week.

 

Working Conditions:

• Work in indoor office environment 95% of the time.
• Noise level is usually moderate.

 

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

This job has expired.