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.  <div>Key Responsibilities</div><ul><li>Act as the primary escalation point for customer complaints, service concerns, and issue resolution across Northern Ontario.</li><li>Handle inbound customer calls and proactively follow up to ensure full issue closure and customer satisfaction.</li><li>Monitor service quality trends, identify root causes, and collaborate with Operations to implement corrective actions.</li><li>Maintain professional, timely, and solution-driven communication with customers via phone, email, and in person.</li><li>Manage a portfolio of commercial customer accounts across multiple districts.</li><li>Support pricing reviews, service upgrades, and contract renewals.</li><li>Prepare and review sales/service agreements, ensuring accurate service details, pricing, and contract terms.</li><li>Support the commission program by identifying customer upsell opportunities and ensuring proper contract setup and documentation.</li><li>Maintain awareness of competitive offerings in the region and customer risk indicators.</li><li>Oversee contract creation, amendments, and updates; ensure accuracy of all account information.</li><li>Coordinate municipal and commercial billing requirements to ensure accuracy and timely processing.</li><li>Track service level changes, extras, cancellations, and service adjustments for all managed accounts.</li><li>Assist GM and operations teams with reporting, customer analysis, and workflow improvements.</li><li>Perform other duties and responsibilities as assigned.</li></ul><div>Knowledge, Skills, Abilities</div><ul><li>3–5 years of experience in customer service, account management, or a related client-facing role.</li><li>Experience handling escalations, resolving customer issues, and managing contracts or accounts.</li><li>Strong problem-solving skills with the ability to navigate complex customer situations.</li><li>Excellent written and verbal communication skills.</li><li>Ability to work independently, prioritize effectively, and manage a large territory.</li><li>Experience in waste management, field services, logistics, or similar industries is considered an asset.</li></ul><div>Key Benefits</div><ul><li>Employer-Paid Benefits (medical, dental, vision)</li><li>RRSP/DPSP matching plan</li><li>Employee and Family Assistance Program (EFAP)</li><li>Commission plan aligned with account management performance </li><li>Corporate discounts and GFL branded gear</li></ul><ul></ul>#GFLtalent  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 <a href="mailto:myworkdayrecruitment@gflenv.com">myworkdayrecruitment@gflenv.com</a>

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 the United States, GFL&rsquo;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.

Customer Care Manager

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. &nbsp;<div>Key Responsibilities</div><ul><li>Act as the primary escalation point for customer complaints, service concerns, and issue resolution across Northern Ontario.</li><li>Handle inbound customer calls and proactively follow up to ensure full issue closure and customer satisfaction.</li><li>Monitor service quality trends, identify root causes, and collaborate with Operations to implement corrective actions.</li><li>Maintain professional, timely, and solution-driven communication with customers via phone, email, and in person.</li><li>Manage a portfolio of commercial customer accounts across multiple districts.</li><li>Support pricing reviews, service upgrades, and contract renewals.</li><li>Prepare and review sales/service agreements, ensuring accurate service details, pricing, and contract terms.</li><li>Support the commission program by identifying customer upsell opportunities and ensuring proper contract setup and documentation.</li><li>Maintain awareness of competitive offerings in the region and customer risk indicators.</li><li>Oversee contract creation, amendments, and updates; ensure accuracy of all account information.</li><li>Coordinate municipal and commercial billing requirements to ensure accuracy and timely processing.</li><li>Track service level changes, extras, cancellations, and service adjustments for all managed accounts.</li><li>Assist GM and operations teams with reporting, customer analysis, and workflow improvements.</li><li>Perform other duties and responsibilities as assigned.</li></ul><div>Knowledge, Skills, Abilities</div><ul><li>3–5 years of experience in customer service, account management, or a related client-facing role.</li><li>Experience handling escalations, resolving customer issues, and managing contracts or accounts.</li><li>Strong problem-solving skills with the ability to navigate complex customer situations.</li><li>Excellent written and verbal communication skills.</li><li>Ability to work independently, prioritize effectively, and manage a large territory.</li><li>Experience in waste management, field services, logistics, or similar industries is considered an asset.</li></ul><div>Key Benefits</div><ul><li>Employer-Paid Benefits (medical, dental, vision)</li><li>RRSP/DPSP matching plan</li><li>Employee and Family Assistance Program (EFAP)</li><li>Commission plan&nbsp;aligned with account management performance&nbsp;</li><li>Corporate discounts and GFL branded gear</li></ul><ul></ul>#GFLtalent &nbsp;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&nbsp;<a href="mailto:myworkdayrecruitment@gflenv.com">myworkdayrecruitment@gflenv.com</a>

Customer Care Manager

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About the Company

GFL Environmental

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