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Assistant Manager, Customer Service

7 months ago

Edmonton, Canada Canadian National Railway Full time

At CN, everyday brings new and exciting challenges. You can expect an interesting environment where you’re part of making sure our business is running optimally and safely―helping keep the economy on track. We provide the kind of paid training and opportunities that long-term careers are built on and we recognize hard workers who strive to make a difference. You will be able to thrive in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters. Join us

**Job Summary**
The Assistant Manager, Customer Service is responsible for promoting a low effort customer experience within the department. The incumbent is in constant communication with Operations, Marketing and customers, and is the primary liaison and escalation point with first-line decision makers. Working closely with the Customer Service Representatives (CSR), the incumbent provides necessary knowledge, direction, and facilitates cross-functional communication (internal and external) to ensure full issue resolution. The role monitors performance based on established objectives, coordinates training programs and performance reviews, and actively searches for improvements. As a data authority, the incumbent performs necessary data analysis to aid in
decision-making for the centre, CN and customers.

**Main Responsibilities**

***Coaching and Mentoring
- Create a positive learning environment
- Ensure team is equipped with the necessary knowledge and skills to perform duties
- Engage with the Senior CSR to form a cohesive team within the Centre and Operations
- Provide ongoing feedback and coaching to CSR to ensure customers experience, consistent processes, and value-added communication
- Enhance customer service skills to ensure CSR maintain high degree of customer satisfaction both internally and externally
- Support the CSR in escalation as a resource and Subject Matter Expert (SME)
- Perform quality audits and customer service surveys to protect and improve quality
- Ensure customer issues are identified, investigated, and resolved in an expedited and efficient manner
- Handle training initiatives to continuously raise the benchmark of customer service excellence
- Facilitate onboarding of new employees
- Monitor and ensure key service delivery behaviour-based performance objectives are met
- Evaluate trends in centre workload and request to highlight opportunities for improvement
- Manage a unionized workforce
- Assure proper staffing coverage, vacation planning and daily allocation of unassigned tasks

Drive Service Improvement and Customer Notification
- Act as a cross-functional resource in pursing resolution of customer issues by liaising between Operations, Marketing and other functions
- Coordinate the development of recovery plans for escalated service failures
- Support CSR by removing roadblocks that inhibit the achieving of resolutions
- Intervene and resolve customer issues with Account Managers, CSR and customers
- Liaise with internal and external customers to enhance information flow, provide process intelligence, and implement new processes and procedures
- Balance the needs of customers with operational requirements

Continuous Improvement
- Design and develop processes and procedures to meet or exceed customer expectations
- Coordinate the CSR’s involvement in system initiatives
- Support the Senior Manager, Customer Service with quantitative and qualitative customer service measurement initiatives
- Investigate and implement leading edge practices in complaint management

Working Conditions

The position has standard working conditions in an office environment with a regular workweek from Monday to Friday while supporting a 24/7 environment. The role requires being available for exceptional circumstances outside of regular business hours. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure and anticipate change.

***
**Requirements**:
***Experience

**Customer Service**
- Minimum 2 years of supervisory experience in a clerical environment
- Customer service or call centre experience
- Railroad operating experience within Transportation*
- Any experience for these above would be considered as an asset

Education/Certification/Designation
- High School Diploma or General Educational Development (GED)
- Bachelor’s Degree in Business Administration, or equivalent*
- Any designation for these above would be considered as an asset

Competencies
- Demonstrates active listening
- Identifies needs and finds solutions to create value for all customers
- Collaborates with others and shares information
- Sets direction and inspires others
- Communicates with impact
- Develops self and others
- Delegates and empowers others to create accountability
- Innovates
- Demonstrates agility and drives change
- Leads by example for the safety and security of all

Technical Skills/Knowledge
- Superior customer service