Customer Service Supervisor

3 months ago

Brampton, Canada Dr HVAC Ltd Full time

You’re the best and you want to join a team that appreciates you. You want to be a part of an organization where you can create, contribute ideas and drive results.

Customer Service is your passion, and you exude confidence, a positive attitude, and take initiative while committing to the main goal of catering to customers’ needs, and motivating staff to deliver excellence service.

**The Big Task**

You will lead a team of Customer Services Representatives who book and schedule service calls and and do whatever is necessary to achieve booked service calls quotas and sales goals.

**Key Sub Tasks**
- Convert incoming customer calls into booked service appointments.
- Respond to customer requests, resolving issues and promoting the brand.
- Be professional and establish customer rapport, encouraging repeat business.
- Adhere to the company’s plan for resolving customer complaints quickly and favourably.
- Maintain and update customer database with complete and accurate information.
- Lead and train staff on the best ways to convert calls into booked service appointments.
- Manage dispatch to ensure the right technicians are matched to every job.
- Author and refine call scripts so they’re clear, compelling and result in more appointments.
- Become an expert of your market, know the customer needs and how best to engage them.
- Monitor performance of staff, review recorded calls and advise them on how to promote sales.
- Formalize a coaching and training platform that’s cost effective and measurable.
- Show employees how their individual contributions matter to the company’s success..

**Desired Skills and Experience**
- Possess the ability to inspire both personal and professional growth in our team members.
- Ability to provide unparalleled customer satisfaction.
- Ability to drive team performance to achieve all business goals and objectives.
- Be detail oriented and a highly organized multi-tasker with good presentation skills and the ability to convey confident and decisive messages in a fast-paced and goal-driven environment.
- Proficiency in the use of CRM Software and other computer software tools.

**Who We Are**

We keep on growing because we only hire the best, and our customers love us for it. We’ve been at this a long time. You’ve probably seen our trucks and our ads. What you don’t know is what it’s like to be a part of a team like this. How much you feel appreciated when you don’t cut corners. How much we inspire ongoing training and education. How it feels to have customers rave about you and demand that you’re the only customer service expert they’ll work with. How much you can earn when you truly are the best. People often come to us looking for a job. They stay with us because they find a fulfilling career, room to grow, and opportunities to excel.

**What We Offer**

Our top performers are among the highest paid in the G.T.A. **You’ll have unlimited earning potential.**

**Full benefits** — we pay 100% of your insurance premiums for health, dental, vision, life insurance, short-term and long-term disability

**A family**. This is last on the list because it’s most important. We care about our team and expect you to bring that same caring when you join. We do a lot more than just work together. You’ll come to love our company outings, and you’ll build life-long friendships at Dr HVAC.

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

Pay: From $30.00 per hour

Expected hours: 40 per week

Additional pay:

- Bonus pay
- Commission pay
- Overtime pay

**Benefits**:

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Application question(s):

- How many people have you supervised for any single role?
- Do you have experience working with CRM tools and software?
- How many years of experience do you have in training teams?
- How many years of supervisory experience in a customer service setting do you have?

Work Location: In person

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