Customer Service Manager

GFL Environmental Inc.; Poteet (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

GFL Environmental Inc. is seeking an experienced Customer Service Manager to coordinate training, uphold professional service, and support branch goals across in-person, phone, and email channels. You will oversee the customer service team and ensure accurate service notes and work orders.

You will assist management with budgets, develop process improvements, monitor billing and receivables, and ensure policy compliance while maintaining a positive GFL image.

Qualifications

• Minimum 4–7 years of customer service experience.
• Prior supervisory experience required.
• Ability to design solutions for general and specific customer concerns.
• Strong written and verbal communication.

Responsibilities

• Coordinate and Manage Customer Service training to ensure continuous improvement.
• Provide excellent customer service and professionalism to all customers via in person, telephone or email.
• Support and assist branch in meeting customer service goals.
• Coordinate all customer service information and paperwork.
• Ensure accurate application of service notes and work orders.
• Manage and oversee customer service team for efficient, professional service.
• Assist General Manager and Division Manager in budget preparations.
• Provide back-up assistance for customer service representative(s).
• Responsible for development and implementation for process improvements and updates of customer service manual.
• Oversee the accurate and timely billing of all accounts and monthly reporting as required.
• Manage accounts payables to ensure all invoices are processed accurately and timely.
• Manage the collection efforts to ensure branch and corporate account receivables targets are met.
• Coordinate municipal billing and contacts to ensure proper billing and relationships.
• 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.
• Monitor customer and employee complaints and resolve problems as they arise.
• 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.
• Work with operational staff to address all service deficiencies.

Skills

Customer service leadership

Supervisory experience

Interpersonal skills

Report writing

Education

High School Diploma or GED

Associate’s Degree preferred

Job description

• Coordinate and Manage Customer Service training to ensure continuous improvement.
• Provide excellent customer service and professionalism to all customers via in person, telephone or email.
• Support and assist branch in meeting customer service goals.
• Coordinate all customer service information and paperwork.
• Ensure accurate application of service notes and work orders.
• Manage and oversee customer service team for efficient, professional service.
• Assist General Manager and Division Manager in budget preparations.
• Responsible for development and implementation for process improvements and updates of customer service manual.
• Oversee the accurate and timely billing of all accounts and monthly reporting as required.
• Manage accounts payables to ensure all invoices are processed accurately and timely.
• Manage the collection efforts to ensure branch and corporate account receivables targets are met.
• Coordinate municipal billing and contacts to ensure proper billing and relationships.
• 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.
• Monitor customer and employee complaints and resolve problems as they arise.
• 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.
• Work with operational staff to address all service deficiencies.

Key Responsibilities

• Coordinate and Manage Customer Service training to ensure continuous improvement.
• Provide excellent customer service and professionalism to all customers via in person, telephone or email.
• Support and assist branch in meeting customer service goals.
• Coordinate all customer service information and paperwork.
• Ensure accurate application of service notes and work orders.
• Manage and oversee customer service team for efficient, professional service.
• Assist General Manager and Division Manager in budget preparations.
• Provide back-up assistance for customer service representative(s).
• Responsible for development and implementation for process improvements and updates of customer service manual.
• Oversee the accurate and timely billing of all accounts and monthly reporting as required.
• Manage accounts payables to ensure all invoices are processed accurately and timely.
• Manage the collection efforts to ensure branch and corporate account receivables targets are met.
• Coordinate municipal billing and contacts to ensure proper billing and relationships.
• 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.
• Monitor customer and employee complaints and resolve problems as they arise.
• 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.
• Work with operational staff to address all service deficiencies.

Knowledge, Skills, Abilities And Competencies

• High School Diploma or GED, Associate’s Degree preferred.
• 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.

Physical/Mental Demands

• Ability to talk, hear, use hands and fingers.

Working Conditions

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

#GFLTalent

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