Customer Service Manager

4 weeks ago

Toronto, Canada Perativ Full time

**JOB SUMMARY**

Since 2005, Access Cash General Partnership, operating as part of Perativ, has been a market leader in ATM services and technology. Operating ATMs for banks (such as BMO and RBC), major retailers (such as Walmart Canada), and a multitude of other businesses, under brand names: Ezee ATM and Access Cash to more than 10,000 ATMs across Canada.

At Access Cash, we are helping our customers, materially reduce their ATM management cost, improve their customer experience and make their operations more productive. We are committed to maintaining clean data driven processes that drive insight and efficiency. We pride ourselves on leading the market and developing innovative solutions for customers.

We are currently seeking a Customer Service Manager to supervise our Customer Service Call Centre. This individual will report to our Toronto Head Office office on a hybrid schedule (partially in office and partially remote).

The Customer Service Manager will be responsible for the front-line Customer Service team and will act as a liaison between customers, end users and the company to resolve any account or service-related issues. This individual will also be responsible to: oversee implementation of Customer Service policies and procedures with support from the Team Lead; supervise the daily performance and workloads of our Customer Service Representatives; as well as provide support to Customer Service Representatives to resolve escalated customer issues in a timely and professional manner. This individual is a catalyst to ensure Access Cash General Partnership provides the highest quality of customer service.

**MAJOR RESPONSIBILITIES**
- Support Customer Service Representatives (CSRs), as needed, to resolve any customer issues, acting as an escalation point.
- Provide advice to CSRs to guide them to complete their daily duties effectively.
- Assist CSRs with customer investigations, as needed.
- Investigate merchant claims to help assess validity of claim and resolve the issue, following-up with merchant to verify actions taken.
- Liaise with After Hours Call Centre to resolve customer complaints, resolve quality of information issues, and provide updates
- Coordinate schedule of CSRs to ensure proper coverage through hours of operation.
- Review monthly phone system reports to ensure our calls are being managed effectively by CSRs, assessing and addressing any issues discovered.
- Act as the primary point of escalation for the Team Lead, to address any staff or process issues relating to out-of-cash issues with ATMs.
- Help hire and train new staff and provide development opportunities to current team.
- Help coordinate additional office support, as necessary, including: office maintenance and office supply management,
- Other duties, as required.

**EDUCATION & TRAINING**
- Preference for College diploma, with focus in business administration, communications, and/or other related field of study.
- 7 years of relevant work experience at least, if College diploma is not
- Courses on conflict resolution, documentation writing, an

**EXPERIENCE, TECHNICAL SKILLS, & KEY COMPETENCIES**
- 5+ years in working in a Call Centre environment; with 2 to 3 years holding supervisory or management roles, preferably in a Call Centre.
- Fully proficient in English and preference for bilingual in French (verbal and written).
- Understanding of how After Hours Call Centres are managed.
- Knowledge of best practices for dealing with customers: utilizing sound active listening skills to clarify customer needs; exuding confidence, patience, politeness, tact and diplomacy at all times; communicating to inform, help and advise customers clearly; understanding how to diffuse situations before they become problematic; and demonstrating a calm demeanor and supportive attitude.
- Creative thinking, to be able to come up with new ideas to improve customer service standards.
- Detail-oriented and efficient time management skills..
- Ability to supervise a group of 5 to 9 employees by giving proper direction, delegating and leading team by example.
- Ability to document, plan and organize the processes that need to be followed by their team in order to development sound customer service policies.
- Ability to learn database management systems quickly and navigate complex systems with ease.

**BENEFITS**
- Competitive salary.
- A full and comprehensive health benefits plan (after the initial 3 months and paid for by the company), with a health spending account.
- An employee assistance program.
- Opportunity to grow your career in a thriving Financial Services Provider organization.

**TO APPLY

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