Bilingual Customer Service Supervisor Location: 1815 Bantree Street Ottawa, ON Position Type: Permanent Full-Time Reporting To: District Manager Start Date: Immediately Hours: Monday to Friday, 8:00am – 4:00pm Compensation: $60,000 - $70,000 per annum About Miller Waste Systems: Miller Waste Systems Inc. has been in operation since 1961. As a proudly Canadian, privately owned and operated Waste Company, Miller Waste is a leader in waste management and diversion, providing governments and industries with a wide range of services in the province of Ontario, Nova Scotia, New Brunswick, and Manitoba, and currently operates out of more than 30 locations. Our people are our number one asset and together we are working towards achieving our vision to be the most trusted, most operationally excellent integrated waste provider in North America. Join us and become a part of the Miller Waste team and be a part of something outstanding, where you can make a difference. Summary: The Bilingual Customer Service Supervisor oversees daily customer service operations supporting municipal waste, recycling contracts and ICI customers. This is a hands-on leadership role, requiring the Supervisor to actively answer phones and emails, while overseeing billing accuracy and month-end processes. The role ensures consistent service delivery, accurate reporting, and strong coordination between customer service, operations, and finance. Responsibilities: As a Bilingual Customer Service Supervisor, your duties will include but are not limited to:



Supervise and support daily customer service operations related to municipal and ICI waste, recycling, and organics services Actively answer incoming calls and emails, handling service requests, complaints, and escalations Serve as the primary escalation point for complex municipal, ICI, and resident issues Ensure service delivery aligns with municipal contracts, Statements of Work (SOWs), SLAs, and ICI service agreements Liaise with operations, dispatch, and route supervisors to resolve missed collections, contamination, access issues, service changes, and container requests Ensure accurate logging, tracking, and closure of service requests in CRM or operational systems Oversee municipal and ICI billing to ensure accuracy and compliance with contract and service terms Coordinate month-end billing and reconciliation processes with finance Review service changes, container adjustments, and credits to ensure proper billing Investigate and resolve billing inquiries and discrepancies Coach, train, and support customer service representatives Monitor call quality, response times, and workload distribution across municipal and ICI accounts Conduct performance reviews and address attendance, productivity, and service quality issues Support onboarding and training of new team members Track and report on service levels, complaint trends, and billing issues for municipal and ICI customers Identify recurring operational, service, or billing issues and recommend improvements Support municipal reporting requirements, audits, and ICI

📌 Ottawa East - C$60,000 - C$70,000 A Year
🏢 Miller Waste Systems
📍 Ottawa