Job Description

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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