Service Verification Manager

Responsibilities

• Coordinate 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 the branch in meeting customer service goals.
• Coordinate all customer service information and paperwork.
• Ensure accurate application of service notes and work orders.
• Manage and oversee the customer service team for efficient, professional service.
• Assist the General Manager and Division Manager in budget preparations.
• Provide back-up assistance for customer service representative(s).
• Develop and implement process improvements and updates of the customer service manual.
• Oversee the accurate and timely billing of all accounts and monthly reporting as required.
• Manage accounts payables to ensure all invoices are processed accurately and timely.
• Manage collection efforts to ensure branch and corporate accounts receivable targets are met.
• Coordinate municipal billing and contacts to ensure proper billing and relationships.
• Ensure the 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.
• Monitor customer and employee complaints and resolve problems as they arise.
• Conform in all respects with applicable federal, state/provincial, and local laws, regulations, ordinances, and other orders, and with all company policies, procedures, and directives from supervisors.
• Perform other duties and responsibilities as required or requested by management.
• Work with operational staff to address all service deficiencies.

Requirements

• High School Diploma or GED; Associate’s Degree preferred.
• Four (4) to seven (7) years of 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, and use hands and fingers.

Working Conditions

Work in an indoor office environment 95% of the time. Noise level is usually moderate.