Job Description
As a Customer Service Supervisor, you will provide leadership to our Customer Service Team as well as play a major role in ensuring that customers receive the help they need. We love our employees as much as our customers; which, is why we can guarantee you will feel challenged and at home each and every day!
- Responsible for the day to day direction, coaching, development, and performance management of the Team Leaders and Customer Service Representatives.
- Handle and respond to any escalated calls and provide solutions in a timely manner.
- Drive key business initiatives, identify process improvement opportunities as well as track and review trends to ensure overall department goals are met.
- Tracking and assisting in the preparation and analysis of various monthly reports (call monitoring, property damages, warranty stats, inspections, RTV process, invoicing) and providing team with feedback on performance.
- Handle and respond to any escalated calls and provide solutions in a timely manner.
- Review and make recommendations on current Return to Vendor tracking and identify any trends with our external stakeholders.
- Manage 3PL inspections and update tracking with results.
- Various projects as required.
Qualifications
- College Diploma or equivalent.
- A minimum of 3-5 years’ experience in customer service, call-centre or a related field; previous call-monitoring experience would be an assest.
- Demonstrated supervisory or team lead experience, 1-2 years.
- Self-motivated and also someone who is able to motivate a team.
- Strong communication and interpersonal skills.
- Detail-oriented, organized and able to multi-task in fast paced changing work environment.
- Solutions and results oriented and able to deal with conflict and issues in a tactful, diplomatic, and timely manner.
- Strong MS Office Skills, specifically Excel.
- Able to work flexible hours, occasional weekends.
- English mandatory; French is a strong asset.
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