Posted 9 days ago
Customer Service Manager
@ GFL Environmental
Coquitlam, British Columbia
Overview
GFL Environmental is hiring a Customer Service Manager for its centralized call centre in Coquitlam, BC, leading 10 to 12 customer service representatives handling high-volume inbound inquiries across Metro Vancouver, the Fraser Valley and the BC Interior. The role covers coaching, escalation management, KPI reporting and budget support. The posting lists benefits including an RRSP match, orthodontics and vision coverage.
Responsibilities:
- Lead, coach and train a team of 10–12 customer service representatives
- Manage inbound and outbound call queues across three regions
- Resolve complex billing and missed-pickup escalations
- Track KPIs such as FCR, ASA, CSAT and NPS
- Work with dispatch, fleet and branch leadership on service issues
Requirements summary:
- 4 to 7 years of call centre management or supervisory experience preferred
- College diploma or bachelor's degree in business or management preferred
- Proficiency in Salesforce, Five9, TRUX or Navusoft
- Strong crisis communication and conflict resolution skills
- Waste management, logistics or utility experience preferred
Tools & skills
Benefits mentioned
Source and dates
Employer career site / ATS feed · paradox
- Employer posting date
- 2026-10-28
- First seen by our source
- 2026-10-28
- Source record updated
- 2026-10-28
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Manager |
| Department | Customer service |
| Experience | 4+ years |
| Management experience | 4+ years |
| Manages people | Yes |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
| Education | College diploma (preferred), Bachelor’s degree (preferred) |
| Fields of study | Business Administration, Management |
| Perks mentioned | Retirement plan |
Summary and details written by AI from the posting; the employer’s posting is the authority.
GFL Environmental
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Full company description
GFL Environmental is the only major diversified environmental services company in North America offering services in solid waste management, liquid waste management and soil remediation. Through a strategically located network of facilities across Canada and the United States, GFL’s dedicated, professional team of employees provides local service to more than 4 million households under municipal contracts and to more than 135,000 industrial, commercial and institutional customers. We offer an unparalleled commitment to customer service, reliability and efficiency and maintain an unwavering focus on safety and compliance with environmental and legislative requirements. At GFL, we believe that by providing accessible, cost-effective environmental solutions we will encourage greater environmental responsibility and allow our customers and the communities we serve to be Green For Life. ------------------------------------------------------------------------------------------ GFL Environnement est la seule grande entreprise de services environnementaux diversifiés en Amérique du Nord offrant des services de gestion des déchets solides, de gestion des déchets liquides et d'assainissement des sols. Grâce à un réseau stratégiquement situé au Canada et aux Etats-Unis, l'équipe professionnelle et dévouée d'employés de GFL offre un service local à plus de 4 millions de foyers sous contrat municipal et à plus de 135 000 clients industriels, commerciaux et institutionnels. Nous offrons un engagement inégalé à l'égard du service à la clientèle, de la fiabilité et de l'efficacité, et nous mettons l'accent sur la sécurité et le respect des exigences environnementales et légales. Chez GFL, nous croyons qu'en offrant des solutions environnementales accessibles et rentables, nous encouragerons une plus grande responsabilité environnementale et nous permettrons à nos clients et aux collectivités.
- LinkedIn followers
- 170,621
- People associated on LinkedIn
- 8,102
- Reported office locations
- 100 New Park Place, Vaughan, Ontario L4K 0H9, CA
- Business categories
- Environmental Consulting
- Waste Management
- GreenTech
- Other recorded names
- GFL Environmental Inc.
- Specialties
- Municipal / Residential Waste
- Industrial / Commercial / Construction Waste
- Construction & Demolition Services
- Used Oil Collection
- Hazardous Waste Management
- Excavation Services
- Shoring & Foundations
- Soil Remediation
- Vacuum Truck Services
- Infrastructure Development
- Recycling
- Organics
- Industrial Cleaning
- HAZMAT Emergency Response
- Landfill Disposal & Diversion
- and Environmental Remediation
- Profile identifies a recruitment agency
- No
- Reported total investment
- 5,167,778,866
Currency and observation date were not supplied; this is not a current valuation or a funding round.
GFL Environmental is the only major diversified environmental services company in North America offering services in solid waste management, liquid waste management and soil remediation. Through a strategically located network of facilities across Canada and the United States, GFL’s dedicated, professional team of employees provides local service to more than 4 million households under municipal contracts and to…
| Field | Value |
|---|---|
| Industry | Environmental Services |
| Company size | 10,001+ employees |
| Headquarters | Vaughan, Ontario |
| Organization type | Privately Held |
| Specialties | Municipal / Residential WasteIndustrial / Commercial / Construction WasteConstruction & Demolition ServicesUsed Oil CollectionHazardous Waste ManagementExcavation ServicesShoring & FoundationsSoil RemediationVacuum Truck ServicesInfrastructure Development |
| Open jobs on Jobsy | 584 |
| View page |
Job Summary:
GFL Environmental is seeking an experienced, people-focused Customer Service Manager to lead and empower our frontline team at our centralized call centre in Coquitlam, BC! As our largest call centre hub in British Columbia, this facility houses a dedicated team of 10–12 Customer Service Representatives (CSRs) responsible for managing high volume inbound service inquiries and operations across Metro Vancouver, the Fraser Valley, and key locations throughout the BC Interior.
The ideal candidate is a dynamic leader who thrives in a fast-paced environment and possesses a true passion for motivating, coaching, and developing high-performing teams. In this role, your primary goal is driving customer service excellence, resolving missed-pickup and billing escalations smoothly, and maintaining efficient, real-time cross-department communication with fleet operations, dispatch, and branch leadership. If you are eager to foster talent, inspire operational efficiency, and contribute to GFL’s continued growth, we invite you to apply today and Join Team Green!
Why GFL:
- Shared Purpose: Our employees are affectionately known as Team Green—a name that unites us all under our shared purpose of providing sustainable solutions to enable our customers and communities to be GREEN FOR LIFE!
- Comprehensive Benefits: Competitive benefits package including RRSP match, orthodontics, and vision coverage.
- Career Growth: With 20,000+ employees across North America, we offer a dynamic set of career opportunities, locations, and advancement!
Community Commitment: We actively contribute to local communities through our flagship Full Circle Project. - Sustainability Leader: We believe investing in the future is the right investment—our first fully electric truck is now in operation!
- Publicly Traded Industry Leader: GFL is traded on both the NYSE and the TSX (ticker: GFL)
Requirements:
- Experience: 4 to 7 years of call centre management/supervisory experience preferred, with a proven track record of coaching, training, and developing customer service teams in a fast-paced environment. Prior experience in waste management, logistics, or utility services is preferred.
- Education: College diploma or Bachelor’s degree in Business Administration, Management, or a related field (or equivalent practical operational leadership experience) preferred.
- Core Competencies & Skills Coaching & Leadership: Demonstrated ability to motivate, mentor, and build high-performing teams (10–12 CSRs) serving diverse geographical regions (Metro Vancouver, Fraser Valley, BC Interior).
- Problem Solving & Initiative: Strong problem-solving skills with the ability to create, design, and implement proactive solutions to customer concerns; high accountability and results focus.
- Technical Platforms & Software: Proficiency in MS Office / Google Workspace, CRM platforms (e.g., Salesforce), multi-channel contact centre software (e.g., Five9), and route-planning/waste-tracking software (e.g., TRUX, Navusoft).
- Communication & Interpersonal: Superior written and verbal communication skills (including report writing and business correspondence) with exceptional crisis communication and conflict resolution capabilities.
- Adaptability & Environment: Thrives in a dynamic, high-volume environment managing multiple competing priorities with ease
Responsibilities:
- Leadership, Coaching & Mentoring: Lead, coach, train, and motivate a team of 10–12 CSRs. Conduct regular 1-on1 coaching sessions, call monitoring, and structured training programs to foster continuous improvement, elevate soft skills, and build a positive, high-performing team culture.
- Regional Operations & Efficiency: Direct daily inbound and outbound call centre queues across Metro Vancouver, the Fraser Valley, and the BC Interior. Ensure seamless handling of service requests (new accounts, cancellations, bin repairs, skipped pickups) and oversee the efficient application of service notes and work orders.
- Customer Excellence & Escalation Management: Maintain our commitment to outstanding customer service and professionalism across all interactions (phone, email, or in-person). Monitor and resolve customer and employee complaints promptly, addressing complex billing and missed-pickup escalations.
- Cross-Functional & Branch Support: Collaborate closely with dispatch, fleet operations, billing, and branch leadership to address service deficiencies, support overall branch goals, and maintain accurate documentation
- Performance Metrics & Data Analytics: Develop KPIs and department objectives to achieve "Best in Class" service levels. Analyze call centre statistics and evaluate performance against key metrics (FCR, ASA, CSAT, NPS) to identify individual and operational coaching opportunities.
- Resource Planning & Budgeting: Strategically plan resource allocation and scheduling to maximize productivity. Assist the General Manager in budget preparations and resource forecasting.
- Process Improvement & SOPs: Lead the development and implementation of process improvements, standard operating procedures (SOPs), CRM/telephony updates, and updates to the customer service manual to eliminate repeat service failures.
- Collections Support & Compliance: Assist with collections efforts to meet accounts receivable targets while ensuring strict compliance with all relevant laws, safety regulations, and company policies.
- Professional Environment: Maintain a welcoming, organized customer service area and contact centre, promoting a positive company image internally and externally.
#GFLTalent
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