Customer Service Manager

Job Summary:

GFL Environmental is seeking an experienced, people-focused Customer Service Manager to lead and empower our frontline team at our centralized call centre in Coquitlam, BC! As our largest call centre hub in British Columbia, this facility houses a dedicated team of 10–12 Customer Service Representatives (CSRs) responsible for managing high volume inbound service inquiries and operations across Metro Vancouver, the Fraser Valley, and key locations throughout the BC Interior.
The ideal candidate is a dynamic leader who thrives in a fast-paced environment and possesses a true passion for motivating, coaching, and developing high-performing teams. In this role, your primary goal is driving customer service excellence, resolving missed-pickup and billing escalations smoothly, and maintaining efficient, real-time cross-department communication with fleet operations, dispatch, and branch leadership. If you are eager to foster talent, inspire operational efficiency, and contribute to GFL’s continued growth, we invite you to apply today and Join Team Green!

Why GFL:

• Shared Purpose: Our employees are affectionately known as Team Green—a name that unites us all under our shared purpose of providing sustainable solutions to enable our customers and communities to be GREEN FOR LIFE!
• Comprehensive Benefits: Competitive benefits package including RRSP match, orthodontics, and vision coverage.
• Career Growth: With 20,000+ employees across North America, we offer a dynamic set of career opportunities, locations, and advancement!
  Community Commitment: We actively contribute to local communities through our flagship Full Circle Project.
• Sustainability Leader: We believe investing in the future is the right investment—our first fully electric truck is now in operation!
• Publicly Traded Industry Leader: GFL is traded on both the NYSE and the TSX (ticker: GFL)

Requirements:

• Experience: 4 to 7 years of call centre management/supervisory experience preferred, with a proven track record of coaching, training, and developing customer service teams in a fast-paced environment. Prior experience in waste management, logistics, or utility services is preferred.
• Education: College diploma or Bachelor’s degree in Business Administration, Management, or a related field (or equivalent practical operational leadership experience) preferred.
• Core Competencies & Skills Coaching & Leadership: Demonstrated ability to motivate, mentor, and build high-performing teams (10–12 CSRs) serving diverse geographical regions (Metro Vancouver, Fraser Valley, BC Interior).
• Problem Solving & Initiative: Strong problem-solving skills with the ability to create, design, and implement proactive solutions to customer concerns; high accountability and results focus.
• Technical Platforms & Software: Proficiency in MS Office / Google Workspace, CRM platforms (e.g., Salesforce), multi-channel contact centre software (e.g., Five9), and route-planning/waste-tracking software (e.g., TRUX, Navusoft).
• Communication & Interpersonal: Superior written and verbal communication skills (including report writing and business correspondence) with exceptional crisis communication and conflict resolution capabilities.
• Adaptability & Environment: Thrives in a dynamic, high-volume environment managing multiple competing priorities with ease

Responsibilities:

• Leadership, Coaching & Mentoring: Lead, coach, train, and motivate a team of 10–12 CSRs. Conduct regular 1-on1 coaching sessions, call monitoring, and structured training programs to foster continuous improvement, elevate soft skills, and build a positive, high-performing team culture.
• Regional Operations & Efficiency: Direct daily inbound and outbound call centre queues across Metro Vancouver, the Fraser Valley, and the BC Interior. Ensure seamless handling of service requests (new accounts, cancellations, bin repairs, skipped pickups) and oversee the efficient application of service notes and work orders.
• Customer Excellence & Escalation Management: Maintain our commitment to outstanding customer service and professionalism across all interactions (phone, email, or in-person). Monitor and resolve customer and employee complaints promptly, addressing complex billing and missed-pickup escalations.
• Cross-Functional & Branch Support: Collaborate closely with dispatch, fleet operations, billing, and branch leadership to address service deficiencies, support overall branch goals, and maintain accurate documentation
• Performance Metrics & Data Analytics: Develop KPIs and department objectives to achieve "Best in Class" service levels. Analyze call centre statistics and evaluate performance against key metrics (FCR, ASA, CSAT, NPS) to identify individual and operational coaching opportunities.
• Resource Planning & Budgeting: Strategically plan resource allocation and scheduling to maximize productivity. Assist the General Manager in budget preparations and resource forecasting.
• Process Improvement & SOPs: Lead the development and implementation of process improvements, standard operating procedures (SOPs), CRM/telephony updates, and updates to the customer service manual to eliminate repeat service failures.
• Collections Support & Compliance: Assist with collections efforts to meet accounts receivable targets while ensuring strict compliance with all relevant laws, safety regulations, and company policies.
• Professional Environment: Maintain a welcoming, organized customer service area and contact centre, promoting a positive company image internally and externally.

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