Customer Service Manager

2 months ago


Langley, Canada Pilotfish Networks Full time

**Job Summary**

**Core Values**

At Pilotfish Networks we aim to BE IT. These are our core values from which everything that we do evolve.
- Balance
- Expertise
- Integrity
- Teamwork

**Duties**
- Supervise and mentor customer service representatives across our Infrastructure Support and Application Development teams, providing guidance and support to enhance their performance.
- Develop and implement customer service policies and procedures to ensure consistent service delivery.
- Communicate effectively with customers to resolve issues, negotiate solutions, and maintain positive relationships.
- Analyze customer feedback and service metrics to identify areas for improvement and implement necessary changes.
- Lead project management initiatives aimed at enhancing customer satisfaction and operational efficiency.
- Foster a collaborative team environment that encourages professional growth and development.
- Ensure that the team is well-trained in product knowledge, company policies, and effective communication techniques.
- Maintain up-to-date knowledge of industry trends and best practices in customer service.

**Experience**
- Proven experience in a customer service management role or similar supervisory position in an IT Managed Services Provider (MSP) organization.
- Strong leadership skills with the ability to motivate and inspire a team.
- Experience utilizing Remote Management and Monitoring tools to provide remote support to customers.
- Proven experience overseeing an IT Service Desk; ensuring timely ticket resolution and follow-up.
- Excellent communication skills in English.
- Experience in project management with the ability to analyze data and make informed decisions.
- Demonstrated ability to negotiate effectively with customers and vendors while maintaining company standards.

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

Pay: $110,000.00-$130,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Langley, BC V1M 0E6: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (required)

**Language**:

- English Fluently (required)

Work Location: Hybrid remote in Langley, BC V1M 0E6



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