Customer Service Supervisor

GFL Environmental Inc.; Southfield (MI); On-site; USD 70,000 - 95,000; Full time

Job summary

The GFL Environmental Inc. Corporate Customer Service Supervisor will coordinate, direct and monitor the home office CS duties and lead the customer service team at the corporate call centre.

They will provide backup support to the Billing & Customer Support Manager and drive continuous improvement in service metrics. Responsibilities include recruiting, coaching and training CSRs, maintaining service levels, and communicating with branches to resolve issues with reroutes, price changes and

Qualifications

• Four year degree or equivalent required.
• Four to seven years experience in customer service.
• Prior supervisory experience required.
• Ability to create, design and implement solutions to customer concerns.
• Ability to write reports, business correspondence and procedures.

Responsibilities

• Coordinate, direct, control and monitor corporate customer service duties at the home office.
• Supervise and lead the customer service team and ensure goals and metrics are met.
• Provide escalation support for customer billing and service issues.
• Produce centralized monthly call center analysis and reporting.
• Work with branches to communicate information and address service deficiencies.

Skills

Customer service experience

Interpersonal skills

Report writing

Supervisory skills

Problem solving

Education

Bachelor's degree in Accounting, Business, Finance or Computer Science

Job description

The Customer Service Supervisor will coordinate, direct, control and monitor the Corporate customer service duties at the home office and provide supervision and leadership to the customer service team. Oversee professional, efficient completion of customer service functions at the home office Corporate call centre. Provide backup support to the Billing & Customer Support Manager.

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.

Knowledge, Skills, Abilities and Competencies:

• 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.

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.

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 [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.

Current GFL Employees If you are an existing GFL employee and would like to search and apply to current job openings, please visit the internal GFL Jobs Hub.

At the heart of GFL lies our greatest asset—our people. So, we're glad you landed here! We believe in great careers, making a positive impact on the environment and supporting our people with their life ambitions. We aspire to create the right jobs in a way that brings you along with us. At GFL, growth isn’t just for our business—it’s for our people. Because we see the potential in all our employees to do whatever it is they set their mind to, and we’re proud to support them in that journey. We consider our employees’ personal goals, helping them create the career, and life, that they desire—whether it’s advancing in their job, learning new skills, forming lasting relationships, or mentoring others, while having time to pursue other life ambitions. With safety and sustainability at the core of what we do, we all come together to form “Team Green”—united by our shared purpose to provide environmental solutions that enable our customers and the communities we serve to be Green For Life. We’re proud to say that working for GFL is more than a job. It’s an opportunity to make a difference and grow tremendously along the way. Regardless of the work we’re doing today, we’ve got our sights set on the big picture—not just tomorrow, but for life. GFL empowers those looking for growth in their career and lives, whether that's on our Field Operations teams or Professional Services teams. Field Operations – Our Field positions offer candidates across North America the potential for limitless growth and skill expansion as the front line of our organization, making them central to our company's vision of creating cleaner and more sustainable communities. Professional Services – Our Corporate positions located in key North American offices grow candidates to form strong client relations, manage key programs and accounts, and ensure our Field teams are operating at maximum efficiency.