Customer Service Supervisor: Lead, Coach & Optimize CS

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 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