Customer Service Supervisor

GFL Industries; Southfield (MI); On-site; USD 60,000 - 90,000; Full time

Job summary

GFL Environmental is seeking a Customer Service Supervisor to coordinate, direct, and oversee the Corporate customer service duties at the home office and lead the customer service team.

You will recruit, train, and manage CSRs, monitor performance metrics, and collaborate with branches to ensure service levels across the network. This role requires a four-year degree and supervisory experience, with a focus on continuous improvement and professional customer care.

Qualifications

• 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 write reports, business correspondence and procedure manuals.

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.

Skills

Leadership

Communication

Problem solving

Interpersonal skills

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 center. 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.

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.

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.