Customer Care 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

- 3–5 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 plan aligned with account management performance

- Corporate discounts and GFL branded gear

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We thank you for your interest. Only those selected for an interview will be contacted.

GFL is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, please contact myworkdayrecruitment@gflenv.com