Customer Service Supervisor

GFL Environmental Inc.•Southfield, MI

12d•Onsite

About The Position

The Customer Service Supervisor will coordinate, direct, control and monitor the Corporate customer service duties at the home office and provide supervision and leadership to the customer service team. Oversee professional, efficient completion of customer service functions at the home office Corporate call center. Provide backup support to the Billing & Customer Support Manager.

Requirements

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.

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.