at GFL Environmental in Mokena, Illinois, United States
Job Description
The National Accounts Service Delivery Manager is responsible for maintaining National Accounts quality customer service as well as ensuring company standards are being met through proper billing and timely collection procedures. This individual will also oversee properly staffing, managing, training, and coaching the National Accounts Customer Service Representatives.Key Responsibilities:
• Oversee proper conduct and ensure strong customer service focus and responsive attitude toward all National Accounts and coworkers
• Ensure the team meets customer retention goals
• Maintain a standard reporting system of customer information to account contacts and assist in resolution of customer complaints
• Establish and maintain relationships with all Brokerage firms to foster organic growth for the entire US operations.
• Establish and maintain customer service metrics, with monthly reporting to Sr. Director
• Manage the National Account Customer Service team through coaching, staffing, and goal setting
• Train new employees on GFL's operating systems, service standards, etc
• Responsible for escalated customer service issues
• Assist in development of new national account processes and procedures
• Work closely with the National Account Operations Manager to establish and continuously evaluate best practices for procedures
• Maintain open communication with the National Accounts Sales team to ensure GFL's highest standard of customer service
• Interact with people inclusively by seeking different perspectives and engaging others
Knowledge, Skills, Abilities and Competencies:
• 4-year college degree in Communications or related field
• 3-5 years of experience in customer service management
• Combination of education/experience
• Knowledge of all Microsoft Office products (Excel, Word, etc.)
• Action oriented and comfortable taking calculated risks to better serve our customers and business
• Outcome focused, critical thinker with the ability to analyze and visualize, to ensure continuous improvement
• Maintain a high level of accuracy and detail orientation when producing data and reports
• Exceptional Interpersonal, verbal and written communication skills
• Ability to work efficiently as a part of a team
• Possess self-discipline with the ability to effectively prioritize
• Maintain strong working relationships with all levels of management and non-management personnel
• Ability to represent the company in a professional and positive manner
• Demonstrate versatility and resourcefulness when problem solving
#GFLTalent
We thank you for your interest. Only those selected for an interview will be contacted.
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