Consumer Service Supervisor

1 month ago

Guelph, Canada Danby Appliances Full time

**Primary Responsibilities Include**:

- **Team Support**: Provide comprehensive support to team members by answering questions, offering guidance, and addressing general concerns to ensure smooth daily operations
- **Performance Monitoring**: Regularly review team statistics and performance metrics, providing detailed feedback and actionable insights to management on strategies to enhance team productivity and efficiency
- **Quality Assurance**: Evaluate the quality of customer service interactions for each team member, conducting biweekly one-on-one meetings with Customer Service Representatives (CSRs) to discuss quality scores, identify trends, and implement improvement plans
- **Escalation Management**: Act as the first point of contact for handling initial escalations from CSRs, ensuring timely and effective resolution of customer issues
- **Technical Support Coordination**: Liaise with the IT department to address and resolve any technical issues that may impact team performance or customer service delivery
- **Product Issue Reporting**: Identify and report trending product issues to the Quality or Category Management teams
- **Daily Planning**: Develop and implement a daily plan based on the business needs, prioritizing tasks and allocating resources effectively to meet operational goals
- **Case Management**: Oversee the orchestration of customer service cases, ensuring they are handled efficiently and in accordance with company standards
- **Team Communication**: Conduct regular meetings with team sections to disseminate important information, updates, and best practices, fostering a collaborative and informed team environment
- **KPI Support**: Actively support and contribute to achieving team and company key performance indicators (KPIs), aligning team efforts with organizational objectives
- **Process Improvement**: Participate in the continuous improvement of internal process documents and related tools, ensuring they are up-to-date and effective
- **Onboarding Assistance**: Assist in the onboarding process of new CSRs, working closely with the trainer and manager to ensure a smooth and comprehensive introduction to the team and company procedures

**Qualifications**:

- A diploma or degree in business or a related field is an asset
- Bilingual in French is an asset
- Experience with a CRM platform (Danby Consumer Service is using NetSuite)
- Experience with ERP is an asset
- Strong knowledge of customer service soft skills and how to develop them
- In-depth knowledge of metrics and analytics related to call center operations
- Knowledge of home appliances an asset (training will be provided)
- A highly collaborative attitude focused on providing the best support and service for the team
- Creative thinker with a strong attention to detail
- Proficiency in Microsoft Office products
- Ability to work collaboratively in fast-paced, dynamic environments and effectively manage multiple tasks simultaneously
- Excellent communication and presentation skills, with the ability to effectively convey information to different types of learners
- Enthusiasm for continuous learning

This is a hybrid role, offering flexibility with a combination of remote and in-office work. You will be required to be in the office at 5070 Whitelaw Road, Guelph, on Tuesdays, Thursdays, and Fridays, while having the option to work from home on other days.

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount
- Tuition reimbursement
- Vision care
- Wellness program

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to commute/relocate:

- Guelph, ON: reliably commute or plan to relocate before starting work (preferred)

Work Location: Hybrid remote in Guelph, ON

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