Customer Service Supervisor

2 weeks ago

Vancouver, Canada Protec Dental Full time

Inspire, lead and develop a diverse team of three Customer Service Specialists (CSS) Team to provide superior customer service and thrive in a fast-paced dynamic environment. Coach, recognize and hold the team accountable for delivering both performance and productivity metrics. Highly motivated by challenging goals, results driven, and helping others achieve.

**Duties & Responsibilities**
- Oversee a team of three CSS's providing support, training, refreshers and coaching feedback as needed. Adheres to company policies to lead by example.
- Call Centre Environment, answer 50-70 calls per day.
- Coordinate, assign and review the work of the CSS team.
- Foster a collaborative, inclusive work environment which focuses on delivering high levels of team engagement.
- Recognize and take every reasonable effort to diffuse a conflict situation, focusing on resolution.
- Manage and resolve customer service escalations by conducting adequate investigation and providing customers with a resolution.
- Conduct research and present ideas to the partners and leadership for customer service initiatives that will improve the department and company.
- Identify inefficiencies and implement effective protocols. Resolve work-related problems, prepare and submit reports to the Partners.
- Generate and submit administrative reporting to the partners and leadership team on a weekly basis.
- Gather customer service feedback, identify trends (positive and negative) and share with the Partners, with strategized recommendations.
- Assist with, resolve, and ensure smooth operation of the systems within the customer service department; escalate when required.
- Communicate with customers, colleagues and managers in a professional manner.
- Provide support phone training to new employees.
- Submit and reconcile pending store orders for patients and doctors to the Inventory and Purchasing department daily.
- Review call records for all employee extensions and provide call monitoring.
- Gather customer service feedback, identify trends (positive and negative) share with the Partners.
- Collaborate with Protec Leadership through Leadership meetings.

**Qualifications**
- A minimum of 2 year’s experience in a customer service management role
- Grade 12 education or equivalent (bachelor’s degree an asset).
- Exceptional communication and interpersonal skills.
- Excellent leadership skills with the ability to motivate and inspire a team.
- Strong computer skills, including Microsoft Office 365.
- Strong organizational and excellent time management skills.
- Aptitude for working both collaboratively and independently.
- Ability to work quickly and accurately with strong attention to detail.
- Willingness to learn and grasp new technology.

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

**Salary**: $28.00-$30.00 per hour

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Application question(s):

- Are you legally entitled to work in Canada?

**Experience**:

- customer service management: 2 years (required)

Ability to Commute:

- Vancouver, BC V5T 2W6 (required)

Work Location: In person

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