Job Description

Job ID: 1691325
OA Reference: Customer Service Supervisor

Up to $70,000

Oakville, L6K3V3

Description

Customer Service Supervisor
Brampton
60k to 70k

Perks:
100% in the office
Mon thru Friday 8-5
1 hour lunch

Duties:
Reports to the Customer Service Manager.
Supervisory Responsibilities:

Interviews potential entry-level customer service employees.
Trains new employees in the company’s customer service policies, procedures, and best practices.
Organizes and oversees the schedules and work of assigned staff.
Conducts performance evaluations that are timely and constructive.
Handles discipline and termination of employees as needed and in accordance with company policy.
Manages a team of 9 customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
Monitors or reviews calls or other correspondence between representatives and customers.
Ensures that representatives are informed about changes to company products and services.
Collects data and prepares reports on customer complaints and inquiries.
Prepares monthly reports summarizing the assigned customer service team’s performance.
Prepares knowledge-based documents such as summaries and responses to \frequently asked questions.
Identifies opportunities to update or improve customer service procedures and makes recommendations to the Customer Service Manager.
Performs other related duties as assigned.

Assets:

Excellent management and supervisory skills.
Excellent verbal and written communication skills.
Extensive knowledge of customer service procedures and principles.
Organized with attention to detail.
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
Ability to coach and mentor customer service representatives.
Proficient in Microsoft Office Suite or related software.

At least five years of customer service experience required.