Customer Care Manager

Ontario - Canada

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

The Customer Care Manager will serve as the primary point of contact for commercial customers across Northern Ontario ensuring exceptional service delivery issue resolution contract management and customer relationship development. This role combines customer service leadership account management and customer retention with responsibility for supporting multiple districts and driving customer satisfaction and revenue growth.

Key Responsibilities

Act as the primary escalation point for customer complaints service concerns and issue resolution across Northern Ontario.
Handle inbound customer calls and proactively follow up to ensure full issue closure and customer satisfaction.
Monitor service quality trends identify root causes and collaborate with Operations to implement corrective actions.
Maintain professional timely and solution-driven communication with customers via phone email and in person.
Manage a portfolio of commercial customer accounts across multiple districts.
Support pricing reviews service upgrades and contract renewals.
Prepare and review sales/service agreements ensuring accurate service details pricing and contract terms.
Support the commission program by identifying customer upsell opportunities and ensuring proper contract setup and documentation.
Maintain awareness of competitive offerings in the region and customer risk indicators.
Oversee contract creation amendments and updates; ensure accuracy of all account information.
Coordinate municipal and commercial billing requirements to ensure accuracy and timely processing.
Track service level changes extras cancellations and service adjustments for all managed accounts.
Assist GM and operations teams with reporting customer analysis and workflow improvements.
Perform other duties and responsibilities as assigned.

Knowledge Skills Abilities

35 years of experience in customer service account management or a related client-facing role.
Experience handling escalations resolving customer issues and managing contracts or accounts.
Strong problem-solving skills with the ability to navigate complex customer situations.
Excellent written and verbal communication skills.
Ability to work independently prioritize effectively and manage a large territory.
Experience in waste management field services logistics or similar industries is considered an asset.

Key Benefits

Employer-Paid Benefits (medical dental vision)
RRSP/DPSP matching plan
Employee and Family Assistance Program (EFAP)
Commission planaligned with account management performance
Corporate discounts and GFL branded gear

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Required Experience:

Manager

Key Responsibilities

Act as the primary escalation point for customer complaints service concerns and issue resolution across Northern Ontario.
Handle inbound customer calls and proactively follow up to ensure full issue closure and customer satisfaction.
Monitor service quality trends identify root causes and collaborate with Operations to implement corrective actions.
Maintain professional timely and solution-driven communication with customers via phone email and in person.
Manage a portfolio of commercial customer accounts across multiple districts.
Support pricing reviews service upgrades and contract renewals.
Prepare and review sales/service agreements ensuring accurate service details pricing and contract terms.
Support the commission program by identifying customer upsell opportunities and ensuring proper contract setup and documentation.
Maintain awareness of competitive offerings in the region and customer risk indicators.
Oversee contract creation amendments and updates; ensure accuracy of all account information.
Coordinate municipal and commercial billing requirements to ensure accuracy and timely processing.
Track service level changes extras cancellations and service adjustments for all managed accounts.
Assist GM and operations teams with reporting customer analysis and workflow improvements.
Perform other duties and responsibilities as assigned.

Knowledge Skills Abilities

35 years of experience in customer service account management or a related client-facing role.
Experience handling escalations resolving customer issues and managing contracts or accounts.
Strong problem-solving skills with the ability to navigate complex customer situations.
Excellent written and verbal communication skills.
Ability to work independently prioritize effectively and manage a large territory.
Experience in waste management field services logistics or similar industries is considered an asset.

Key Benefits