Customer Service Manager

GFL Environmental Inc.; Poteet (TX); On-site; USD 55,000 - 85,000; Full time

Job summary

GFL Environmental Inc. is seeking a Corporate Customer Service Manager to coordinate and lead the branch customer service team, ensuring professional, efficient handling of inquiries in person, by phone or email.

The role directs training, process improvements, billing accuracy, accounts receivable targets, and collaboration with management to meet customer service goals while upholding the company's image and service standards.

Qualifications

• 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.

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

Supervisory experience

Customer service

Budget planning

Training coordination

Interpersonal skills

Report writing

Education

High School Diploma or GED

Associate’s Degree preferred

Job description

The Corporate Customer Service Manager will coordinate, direct, control and monitor the customer service duties at the branch office and provide supervision and leadership to the customer service team. Oversee professional, efficient completion of customer service functions at the branch

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

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 [e-mail]

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.