With general direction from the Customer Service Manager, the CS Supervisor supervises customer service representatives, utilizing a hands-on approach to ensure consistent and effective delivery of customer service activities. The CS Supervisor may act as manager on duty in the absence of other managerial personnel, when needed, to provide management support and handle urgent matters.

Key Responsibilities:

• Supervises Customer Service Representatives performing customer service activities including
responding to service inquiries, escalations and resolving problems.
• Responsible for the hiring, training, coaching, and performance management of Customer Service
Representatives.
• Manages performance as appropriate and ensures accurate processing of employee payroll.
• Conducts side-by-side observations and telephony quality monitor reviews to ensure quality customer
experience and productivity procedures are followed.
• Conducts 1:1s to coach and develop team members in soft skills and account management skills
including, but not limited to, probing, closing, supporting, mirroring, voice inflection, benefit/value
statements, active listening and call control techniques.
• Responds in a professional and courteous manner to escalated customer service concerns in order to
reach an effective resolution. This may entail coordinating with, and working through, other
departments, including Sales, Operations and Accounting, to resolve issues.
• Manages support functions for the team, ensuring access to systems.
• Monitors and assesses the department’s operational performance and trends to adjust activities as
appropriate.
• Based on current and historical data, ensures the most efficient use of labor while balancing quality
levels of customer service.
• Analyzes and understands customer needs based on customer feedback, call monitoring and various
information sources. Uses information received to make recommendations to support business goals.
• Provides back-up off phone support and/or queue support to respond to calls during staffing
shortages, high volume activity or as needed.
• Reviews customer service representatives credit adjustments and commission opportunities (if
applicable to CSR) to ensure accuracy and trends.
• Performs other job-related duties as assigned or apparent.

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We thank you for your interest. Only those selected for an interview will be contacted.

GFL is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, please contact myworkdayrecruitment@gflenv.com

Please note that GFL does not provide visa sponsorship for this position. Valid work authorization in the country where the job is located is required. Successful candidates will be required to provide valid documentation confirming their eligibility to work in the country where the job is located prior to their start date.

This hiring process may utilize machine-based systems to assist in screening and assessing applicants. Final selection decisions are made by our recruitment team.

AI can make mistakes. To view the original job title, description and salary, click here.

Customer Service Supervisor