Customer Service Manager
3 weeks ago
**Why Trail?**
**The Perks**
Trail Appliances values their employees and provides a comprehensive and competitive total rewards package including:
- Health & dental benefits
- Personal care days
- Statutory holidays off
- Employee & family assistance program
- Staff incentives and rewards
- Employee discounts
**The Role**
As the Customer Service Manager, you are responsible for the day-to-day activities of the Customer Service Department. You have a natural ability for people management and a passion for providing an extraordinary customer experience. You are an excellent mentor and have proven results in building and guiding a diverse team of high performing individuals.
**What you will be doing**
- With a consistent sense of urgency, mentor, and lead a team to resolve customer complaints or disputes.
- Coach team to achieve exceptional customer service standards in partnership with the operations team.
- Liaise with HR team to ensure staffing needs are met (preliminary screens, conduct interviews, onboarding, coaching, and development).
- Maintain optimal employee scheduling to meet customer demands and compliance requirements; resolve and recommend improvements in daily operations to achieve operational excellence.
- Develop, deliver, and maintain training plan for head office and satellite store locations.
**To be successful in this role you must have**
- 5-10 years of management experience in a comparable retail environment supporting a team of at least 30 representatives
- Proven leadership skills with the ability to inspire, train, and create an incredibly collaborative working environment
- Intermediate computer skills (Microsoft Suite)
- Proven track record of achieving customer service excellence
- Ability to work a flexible schedule as business requires
- Strong business acumen. Business related education would be considered an asset
Our story began in 1974, when the Broderick family rented out appliances at their bottle depot on Macleod Trail in Calgary. From those humble beginnings, Trail Appliances has grown to become one of the leading independent appliance retailers in Western Canada. With 19 showrooms spanning across BC, Alberta, and Saskatchewan, we continue to stand by our guiding principles of unparalleled customer service, competitive pricing, and expert advice.
Having built our reputation on strong family values and creating a collaborative work culture that values respect, integrity, diversity, passion, and laughter, we’re proud to be family-owned and operated today. This and our extensive benefits, safety program and community involvement are what sets us apart from our competitors. We are proud to be recognized as an industry leader today
TrailApp1
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