Broker Accounts Customer Service Representative
Job Description
Improve broker account responsiveness by streamlining email and call handling and issue resolution
Broker Accounts Customer Service Representative
The Broker Accounts Customer Service Representative will respond to Broker Accounts customer emails and calls daily. This role will also assist in resolving any questions or concerns in a professional, expeditious manner while maintaining a positive, courteous approach to internal and external customers.
Key Responsibilities:
- Provide excellent customer service and professionalism to all customers via in person, telephone or email
- Provide accurate and valid information by using the correct methods and tools
- Ability to manage a high volume of emails received daily
- Answer incoming calls and make outgoing calls as needed
- Serve as first point of contact for brokers that partner with GFL Environmental
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Handle customer complaints, provide appropriate solutions in a timely manner. Follow up to ensure resolution
- Schedule customer requests received from broker by using the appropriate billing system
- Dispatch service orders to the correct operations team
- Follow communication procedures, guidelines and policies
Additional Responsibilities:
- Maintain a positive attitude and promote the GFL Environmental 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
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
- Excellent interpersonal skills
- Excellent verbal and written communication skills
- Excellent critical thinking and problem-solving skills
- Excellent data entry/typing skills
Respond to broker accounts customer emails and calls daily, Provide excellent customer service via in person, telephone or email, Build sustainable relationships and trust with customer accounts through open and interactive communication, Handle customer complaints, provide appropriate solutions in a timely manner, Dispatch service orders to the correct operations team
