Customer Service Manager

3 months ago

Edmonton, Canada LawDepot Full time

**Job Title: Customer Support Manager**

**Company Profile**:
**Position Overview**:
**Primary Responsibilities**:

- Lead the day-to-day call center operations and support the team in delivering an excellent experience for our customers
- Plan, develop, and implement policies and processes to improve efficiency and meet customer needs
- Ensure service levels and additional team objectives are being met
- Directly implement projects and drive new initiatives to make improvements to the department
- Train and develop employees to build a high-performance team
- Manage the technology (ex. phone system, ticketing platform) used in the contact center
- Create high quality written material such as FAQs and standardized response templates
- Foster a positive working environment for the team
- Monitor key performance indicators (ex. service levels, agent utilization, average handle time) to identify trends and any areas of opportunity
- Conduct quality coaching by reviewing customer interactions and delivering solution-oriented feedback to our agents
- Maintain knowledge of website / product updates and communicate any changes impacting the team
- Act as the “Voice of the Customer” while interacting with other internal departments to ensure customer support needs are being addressed
- Monitor and manage administrative procedures related to refunds, chargebacks, payment processors, and reputation management activities
- Provide direct support as needed to maintain service levels and handle any escalations or higher complexity contacts

**Knowledge and Skill Requirements**:

- Post-Secondary Education in Management, Business, or a related field
- 5+ years of experience in a call center or customer service leadership role
- Formal training related to operational practices in the contact center industry would be considered an asset
- Ability to manage people, projects, and processes
- Strong leadership, coaching, and decision making skills
- Drive to achieve objectives
- General ability to learn call center technology platforms
- Excellent written and verbal communication skills
- Ability to build relationships and collaborate with cross-functional teams
- Calm demeanor and strong conflict resolution skills
- Ability to analyze data and utilize reporting tools
- Proficiency in Microsoft Office (Word, PowerPoint, Excel, Teams)
- Schedule flexibility to cover for agent vacation / unexpected time off

**Why You Should Join the LawDepot Team**:

- Excellent total compensation package
- Comprehensive health and dental benefits, plus an additional Health Care Spending Account
- Great work life balance (37.5 hour work weeks, flexible schedules, ability to bank hours)
- Paid vacation, plus bonus personal days
- Continuous learning opportunities, including LinkedIn Learning subscriptions and training budgets
- Company share plan
- Free catered lunches for the entire office
- Monthly social events for team members to enjoy (think axe throwing, rock climbing, board games, food trucks, trivia contests, and charitable activities)
- Casual work environment
- Free and easily accessible parking
- Southgate Mall, Whyte Ave, and Calgary Trail restaurants are only minutes away

**How to Apply**:
We thank all applicants; however, only those selected for an interview will be contacted.

**Benefits**:

- Casual dress
- Company events
- Dental care
- Employee stock purchase plan
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off
- Vision care
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Work Location: In person

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