Customer Service Manager

2 days ago

Orangeville, Canada DM Elite Talent Full time

We’re looking for an experienced and people-focused Customer Service Manager to lead our Customer Service team across all branches. This is a hands-on leadership role where you’ll balance coaching and motivating your team while also staying close to the day-to-day customer experience.You’ll plan, lead, and continuously improve how the department operates, ensuring consistency, efficiency, and—most importantly—outstanding customer satisfaction.What You’ll DoLead and oversee the daily operations of the Customer Service department across all branchesCreate, improve, and standardize processes to drive efficiency and consistencyDevelop strategies to increase productivity, performance, and customer satisfactionAct as a key liaison between internal teams to ensure smooth communication and collaborationRespond to customer inquiries and escalated concerns in a timely, professional mannerProactively ensure customer expectations are met or exceededSet the tone through positive leadership, professionalism, and a supportive work environmentBuild, engage, and develop a high-performing customer service teamSupport recruitment, hiring, onboarding, and training of new team membersCoach and develop employees through ongoing training, performance reviews, and development plansMaintain an open-door approach and foster strong employee relationshipsEnsure compliance with health & safety standards, legislative training, and new systems or toolsRecommend and implement policy or process improvements that benefit the departmentSupport operational needs, including overtime when requiredTake on additional responsibilities as assignedQualificationsCollege diploma or equivalent combination of education and experience3–5 years of experience in a customer service or call center environmentPrevious experience supervising, training, and scheduling team membersStrong verbal and written communication skillsExcellent organizational and multitasking skills with strong attention to detailProven leadership skills with the ability to motivate and inspire a teamWorking knowledge of CRM systems and customer service best practicesProficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)

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