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.

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