Agent (E) Service à La Clientèle

**Position**: Customer Service Representative
**Workplace** : 5001 Herbert Dr, Navan, ON K4B 1J1
**Permanent position**

**Welcome to Matrec, a division of GFL**

We are a dynamic company focused on growth and security. GFL is responsible for the collection and processing of waste, recycling and organic materials. We cover North America with more than 20 000 employees. We are looking for an energetic and motivated full-time Customer Service Representative to support our growing business.

**Key Responsibilities**:

- 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
- 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.
- 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.
- May provide back up assistance for Office Coordinator.
- Perform other duties and responsibilities as required or requested by management.

**Knowledge, Skills, Abilities and Competencies**:

- High School Diploma or GED.
- One (1) to Two (2) years customer service call center experience.
- Ability to implement solutions to general and specific customer concerns.
- Ability to work in fast-paced environment, meet time deadlines and perform under pressure.
- Possess good organizational skills and record keeping skills.
- Possess ability to speak and communicate effectively with customers and employees both verbally and in writing.
- Proficient in Microsoft Outlook, Microsoft Word and Excel.
- Good problem solving ability.
- Excellent data entry skills.

**Physical/Mental Demands**:

- Ability to stand, sit, walk, use hands and fingers, talk and hear.
- Visual Requirements: include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

**Working Conditions**:

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

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