Customer Service Supervisor
GFL Environmental Inc.
Date: 23 hours ago
City: Mississauga, ON
Contract type: Full time
Key Responsibilities
- Recruit, interview, hire, train and discipline all Corporate CSR personnel.
- Consistently coach Corporate CSRs and provide monthly or quarterly training to ensure top rated customer service and to ensure continuous improvement.
- Responsible for ensuring Corporate CSRs meet their daily goals and metrics.
- Perform semi-annual & annual reviews for employees
- Coordinate all customer service information and paperwork.
- Work closely with branches to ensure information is communicated to Corporate Call Center regarding reroutes, price increases, mailers
- Work with branch operational staff to address all service deficiencies.
- Monitor customer and employee complaints and resolve problems as they arise.
- Provide escalation support for Corporate Call Center Representatives as it relates to customers billing and service issues and concerns
- Maintain consistent, prompt, and accurate service levels and performance metrics to promote Total Customer Satisfaction
- Answer incoming calls from multiple branch locations while following individual branch procedures for taking payments, routing deliveries and services, enrolling customers in e-billing, new services, and cancellations
- Provide excellent customer service and professionalism to all internal and external customers via in person, telephone, email, or via the web
- Responsible for development and implementation for process improvements and updates of customer service manual.
- Produce centralized monthly call center analysis & reporting
- Provide back-up assistance for customer service representative(s).
- Provide backup support for the Billing Department, review checklists and invoices and coordinate invoice review with CSRs
- Ensure customer service area is neat and orderly and ensure proper greeting of all visitors.
- Maintain a positive attitude and promote the GFL Environmental image by focusing on good customer service, cooperation, employee partnership, and positive telephone manners.
- Conform in all respects with applicable federal, state/provincial 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.
- Four (4) year Bachelor’s Degree in Accounting, Business, Finance or Computer Science or equivalent required
- Four (4) to seven (7) years experience in customer service.
- Prior supervisory experience required.
- Ability to create, design and implement solutions to general and specific customer concerns.
- Good interpersonal and supervisory skills.
- Ability to write reports, business correspondence and procedure manuals.
- Ability to talk, hear, use hands and fingers.
- Work in indoor office environment 95% of the time.
- Noise level is usually moderate.
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