Customer Service Representative

Job Title: Customer Service Representative

Location: Navan, ON (5001 Herbert Dr, Navan, ON K4B 1J1)

Schedule: Full-time, Permanent (Indoor office environment 95% of the time)

Job Summary:

At Matrec, our Customer Service Representatives do much more than answer phone calls: they embody our commitment to safety, efficiency, and first-class customer service. In this key role, you will handle inquiries from clients, coordinate directly with drivers on the road, and perform vital administrative tasks to keep our operations running smoothly and support our growing business.

Why Choose Matrec:

• Comprehensive Benefits: Full medical, dental, and vision coverage fully paid by the employer for you and your family.

• Retirement Savings: RRSP/DPSP program with employer matching contribution to secure your financial future.

• Modern Office Environment: Work in safe, clean, and modern facilities with up-to-date technology and software tools.

• Nationwide Career Prospects: Clear advancement opportunities across Matrec’s booming national network.

• Employee Support: Full and confidential access to our Employee Assistance Program (EAP).

• "Green for Life" Benefits: Exclusive employee discount programs, perks, and team recognition initiatives.

Job Requirements:

• Education: High School Diploma or GED equivalent.

• Customer Service Experience: Minimum of 1 to 2 years of customer service experience in a call center or office environment.

• Technical Skills: Proficient in Microsoft Office (Outlook, Word, Excel) with excellent data entry speed and accuracy (Tower system experience considered an asset).

• Communication & Problem Solving: Exceptional written and verbal communication skills with strong problem-solving capabilities and high attention to detail.

• Reliability & Pressure Handling: Proven ability to work in a fast-paced environment, prioritize tasks, meet strict deadlines, and handle customer situations under pressure.

Responsibilities:

• Customer Service Excellence: Provide prompt, courteous, and professional service to customers via phone, email, web, or in person, resolving questions and concerns within established guidelines.

• Driver & Operational Coordination: Communicate clearly with drivers on the road to issue instructions, generate call-in work orders, and coordinate daily missed stops or special pick-ups with supervisors.

• Account Administration: Input new residential/commercial accounts into the system (Tower), perform credit checks, verify service agreements, scan contracts, and update pricing matrixes.

• Complaint & Query Resolution: Track, document, resolve, and report customer complaints or route problems, collaborating directly with sales and operations teams.

• Payment & Refund Processing: Process customer payments (by phone, internet, or cash), handle refund requests for approval, and route them to Accounts Receivable.

• Front Office & Culture Maintenance: Greet visitors, maintain a clean reception area, foster team cooperation, and adhere strictly to company directives and regulatory standards.

• Collaboration & Administrative Support: Provide backup support for the Office Coordinator, complete applicant tracking logs, and perform other operational duties assigned by management.

#Matrec

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 [email protected]

Please note that GFL does not provide visa sponsorship for this position. Valid work authorization in the country where the job is located is required. Successful candidates will be required to provide valid documentation confirming their eligibility to work in the country where the job is located prior to their start date.

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