Summary of Functions:

Reporting to the District Sales Manager, this position is responsible for the supervision of the Customer Service & Data Entry team along with all activities that contribute to managing new customer needs, the retention of existing customers along with data integrity and revenue development. The Customer Service Supervisor provides on-going performance reviews and coaching to support the Customer Service Representatives in achieving Waste Connections goals.

In this role you will also be exposed to and assist with the oversight of the Outside Sales Representative team in conjunction with the Sales Supervisor.

Duties and Responsibilities:

• Oversees all activities of the Customer Service team.

• Coordinates work schedules to ensure appropriate staffing for customer service activities and communicate performance objectives.

• Establishes effective strategies for maintaining price increases and sales against set targets.

• Provides guidance with service complaints and handles escalated concerns regarding services, products, billing, and pricing concerns.

• Coaches the team on sales techniques for temp sales, retention, pricing, etc..

• Ensures that company standards regarding courtesy and productivity are maintained.

• Monitors customer interactions and performance metrics to provide feedback and coaching where appropriate.

• Leads the telemarketing sales for all available services, lines of business, pricing structures, and ensures the team offers additional services as appropriate to existing customers.

• Generates revenue by providing customer retention efforts from multiple sources; new commercial open markets, new roll-off, new rear load and service increases to match with specific customer needs.

• Implements and maintains retention efforts, new customer experiences and promotional campaigns such as direct mail efforts.

• Be the internal liaison for key account contracts.

• Works 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.

Qualifications:

• 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.

Come, join a team environment, and colleagues who embrace a "work hard, play harder" culture. Our compensation package is competitive and comes with excellent benefits. You’ll also be associating yourself with a company that likes to lead by example through a strong presence in our local communities, charitable giving, sustainability initiatives, and more.

Waste Connections of Canada/Enviro Connexions is an Equal Opportunity Employer