Bilingual Customer Service Supervisor

Human Resources; Ottawa; On-site; CAD 60,000 - 70,000; Full time

Job summary

A waste management company is seeking a Bilingual Customer Service Supervisor in Ottawa, Canada. The role requires overseeing daily customer service operations, managing inquiries and complaints, and ensuring billing accuracy. The ideal candidate must be bilingual in English and French, with a background in customer service supervision and experience in billing processes. This position offers a competitive salary ranging from $60,000 to $70,000, operating Monday to Friday from 8:00 AM to 4:00 PM.

Benefits

Family and employee-centric environment

Competitive compensation and benefits

Pension programs

Qualifications

• Bilingual in English and French is required.
• Experience in customer service supervision or relevant services is preferred.
• Experience overseeing billing processes is required.

Responsibilities

• Supervise daily customer service operations supporting waste services.
• Handle incoming calls and emails, managing service requests and complaints.
• Ensure accurate billing and service delivery aligns with contracts.

Skills

Bilingual in English and French

Customer service supervision

Experience with billing processes

Proficient in Microsoft Office Suite

Problem-solving skills

Organizational skills

Tools

TRUX routing and billing systems

Job description

Job Description

Posted Tuesday, January 27, 2026 at 5:00 AM

Bilingual Customer Service Supervisor

Position Type: Permanent Full-Time

Reporting To: District Manager

Start Date: Immediately

Hours: Monday to Friday, 8:00am – 4:00pm

Compensation: $60,000 - $70,000 per annum

Miller Waste Systems Inc. has been in operation since 1961. As a proudly Canadian, privately owned and operated Waste Company, Miller Waste is a leader in waste management and diversion, providing governments and industries with a wide range of services in the province of Ontario, Nova Scotia, New Brunswick, and Manitoba, and currently operates out of more than 30 locations.

Our people are our number one asset and together we are working towards achieving our vision to be the most trusted, most operationally excellent integrated waste provider in North America.

Join us and become a part of the Miller Waste team and be a part of something great, where you can make a difference.

Summary

The Bilingual Customer Service Supervisor oversees daily customer service operations supporting municipal waste, recycling contracts and ICI customers. This is a hands‑on leadership role, requiring the Supervisor to actively answer phones and emails, while overseeing billing accuracy and month‑end processes. The role ensures consistent service delivery, accurate reporting, and strong coordination between customer service, operations, and finance.

Responsibilities

• Supervise and support daily customer service operations related to municipal and ICI waste, recycling, and organics services
• Actively answer incoming calls and emails, handling service requests, complaints, and escalations
• Serve as the primary escalation point for complex municipal, ICI, and resident issues
• Ensure service delivery aligns with municipal contracts, Statements of Work (SOWs), SLAs, and ICI service agreements
• Liaise with operations, dispatch, and route supervisors to resolve missed collections, contamination, access issues, service changes, and container requests
• Ensure accurate logging, tracking, and closure of service requests in CRM or operational systems
• Oversee municipal and ICI billing to ensure accuracy and compliance with contract and service terms
• Coordinate month‑end billing and reconciliation processes with finance
• Review service changes, container adjustments, and credits to ensure proper billing
• Investigate and resolve billing inquiries and discrepancies
• Coach, train, and support customer service representatives
• Monitor call quality, response times, and workload distribution across municipal and ICI accounts
• Conduct performance reviews and address attendance, productivity, and service quality issues
• Support onboarding and training of new team members
• Track and report on service levels, complaint trends, and billing issues for municipal and ICI customers
• Identify recurring operational, service, or billing issues and recommend improvements
• Support municipal reporting requirements, audits, and ICI account reviews as needed

Competencies & Qualifications

• Bilingual in English and French (required)
• Experience in customer service supervision; waste, recycling, municipal services, or ICI preferred
• Experience overseeing billing processes and month‑end close (required)
• Proficient in Microsoft Office Suite (Word, Excel, Outlook)
• Knowledge of TRUX routing and billing systems (asset)
• Strong understanding of municipal contracts and ICI service‑based billing models (asset)
• Excellent communication, organizational, and problem‑solving skills
• Ability to manage multiple priorities in a fast‑paced, operational environment

Posting closing date: This posting will remain active until it has been filled.

This posting is for an existing vacancy. Artificial intelligence is not used in the screening, assessment, or selection of applicants for this position.

We realize that you may not feel you have every qualification listed and that working to secure a career can be stressful. If you feel that you meet most of the company’s needs and that your passion for your work adds value to a growing company, we would still love to hear from you.

Miller Waste Systems is committed to equity, diversity and inclusivity in the workplace. We welcome applications from women, racially visible individuals, people with disabilities, Indigenous peoples and LGBTQ2S+ persons.

We are committed to providing people with disabilities with equal opportunities and standards of goods and services and are fully compliant with applicable provincial Disabilities Acts.

Miller Waste Systems strives to be an employer of choice. As a proudly Canadian, privately owned and operated Waste Company we have over 65 years’ experience of providing quality service to all our customers. We have been successful in achieving this goal by providing a family and employee‑centric environment at all our locations. We provide industry leading work environment and compensation, benefits and pension programs.