Customer Service Manager

Key Responsibilities

• Cook 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.
• Cook and coordinate all customer service information and paperwork.
• Cook and ensure accurate application of service notes and work orders.
• Cook and manage and oversee customer service team for efficient, professional service.
• Cook and assist General Manager and Division Manager in budget preparations.
• Cook and provide back-up assistance for customer service representative(s).
• Cook and develop and implement process improvements and updates of customer service manual.
• Cook and oversee the accurate and timely billing of all accounts and monthly reporting as required.
• Cook and manage accounts payables to ensure all invoices are processed accurately and timely.
• Cook and manage the collection efforts to ensure branch and corporate account receivables targets are met.
• Cook and coordinate municipal billing and contacts to ensure proper billing and relationships.
• Cook and ensure customer service area is neat and orderly and ensure proper greeting of all visitors.
• Cook and maintain a positive attitude and promote the GFL Environmental image by focusing on good customer service, cooperation, employee partnership, and positive telephone manners.
• Cook and monitor customer and employee complaints and resolve problems as they arise.
• Cook and 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.
• Cook and perform other duties and responsibilities as required or requested by management.
• Cook and work with operational staff to address all service deficiencies.

Requirements

• A 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: Indoor office environment 95% of the time. Noise level is usually moderate.