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Customer Service Supervisor

4 weeks ago

Port Coquitlam, Canada Evolution Technologies Inc. Full time

**Job Summary**

**Duties**
- **Team Leadership**: Supervise and lead a team of customer service representatives, ensuring efficient workflow and the delivery of high-quality service. Provide coaching, guidance, and mentorship to team members.
- **Training and Development**: Conduct regular training sessions to improve team performance, product knowledge, and customer service skills. Monitor team members' development and provide feedback to help them achieve personal and team goals.
- **Performance Management**: Monitor and evaluate team performance using key performance indicators (KPIs), metrics, and customer feedback. Ensure targets for response time, resolution time, and customer satisfaction are consistently met.
- **Issue Resolution**: Handle escalated customer inquiries or complaints that require higher-level problem-solving. Work with customers to resolve issues promptly and professionally.
- **Process Improvement**: Collaborate with other departments to identify and implement process improvements that enhance the customer experience and streamline operations.
- **Scheduling and Staffing**: Oversee shift schedules and ensure adequate staffing levels to meet customer service demand, especially during peak times.
- **Reporting**: Prepare and submit regular performance reports and updates to management, identifying trends, challenges, and areas for improvement.
- **Customer Satisfaction**: Ensure that all customer interactions are positive, effective, and in line with company policies. Strive to exceed customer expectations and build strong customer relationships.
- **Compliance**: Ensure that all customer service activities are in compliance with company policies, procedures, and relevant regulations.

**Requirements**:

- **Education**: High school diploma or equivalent required; Bachelor’s degree in Business, Communications, or related field preferred.
- **Experience**: Minimum of 3-5 years of experience in a customer service role, with at least 1-2 years in a supervisory or leadership position.
- **Skills**:

- Strong leadership and team management abilities.
- Excellent verbal and written communication skills.
- Ability to handle customer complaints and resolve conflicts effectively.
- Strong organizational skills with the ability to manage multiple tasks and priorities.
- Proficient in customer service software, CRM systems, and Microsoft Office Suite.
- Analytical mindset with the ability to review data and generate actionable insights.
- **Personal Attributes**:

- Empathetic, patient, and solution-oriented approach to customer service.
- High level of professionalism and a strong commitment to delivering outstanding service.
- Ability to work under pressure and maintain a positive attitude in a fast-paced environment.

**Why Join Us?**

Evolution Technologies Inc, founded in 1994, is a market-leader in the durable medical equipment industry. At Evolution, we believe that exceptional customer service is the cornerstone of our business. We offer a collaborative, supportive work environment with opportunities for career growth and development. As a Customer Service Supervisor, you'll have the chance to make a real impact on both our customers and our team, contributing to the success of the business.

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

Pay: $25.00-$30.00 per hour

Expected hours: 40 per week

Additional pay:

- Bonus pay
- Overtime pay

**Benefits**:

- Dental care
- 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

Ability to commute/relocate:

- Port Coquitlam, BC V3C 2J9: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 5 years (required)

Work Location: In person