Customer Service Manager

2 months ago

Toronto, Ontario, Canada Waste Connections of Canada Inc. Full time

Job Summary:

This position is responsible for the supervision of the Customer Service & Data Entry team, as well as all activities that contribute to managing new customer needs, retaining existing customers, and ensuring data integrity and revenue development.

Key Responsibilities:

  • Oversee all activities of the Customer Service team, ensuring effective strategies for maintaining price increases and sales against set targets.
  • Coordinate work schedules to ensure appropriate staffing for customer service activities and communicate performance objectives.
  • Provide guidance on sales techniques for temporary sales, retention, pricing, and other areas.
  • Ensure company standards regarding courtesy and productivity are maintained.
  • Monitor customer interactions and performance metrics to provide feedback and coaching where appropriate.
  • Lead telemarketing sales efforts for all available services, lines of business, and pricing structures.
  • Generate revenue by providing customer retention efforts from multiple sources.
  • Implement and maintain retention efforts, new customer experiences, and promotional campaigns.
  • Be the internal liaison for key account contracts.
  • Work with the District Sales Manager to ensure sales and marketing strategies are implemented.
  • Hire, train, evaluate, coach, and counsel personnel in the performance of their duties.

Requirements:

  • Post-secondary education or equivalent.
  • 3-4 years of Customer service supervisory experience, including Sales experience.
  • 1-2 years' experience in a telephone service environment.
  • Excellent numeracy skills to handle discussions on invoice details and understand customer credits.
  • Excellent time management and prioritization skills.
  • Strong working knowledge of Microsoft Office, TRUX.
  • Strong written and oral communication skills.
  • Critical and logical thinking skills.

About Waste Connections of Canada Inc.:

We are a company that values a strong presence in our local communities, charitable giving, sustainability initiatives, and more. Our compensation package is competitive and comes with excellent benefits. We offer a team environment and colleagues who embrace a 'work hard, play harder' culture.

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