Lead Customer Care Representative

7 months ago

Sherwood Park, Canada Smart Start Canada ULC Full time

**Title**: CCL: Lead Customer Care Representative

**Department**: Canada Call Center

**Location**: Smart Start Canada ULC, Unit 120, 2899 Broadmoor Blvd., Sherwood Park, AB T8 H1 B5.

**Report to**: Call Center Manager and Director

**Shift**:9:00-5:30 p.m., Monday-Friday (hours may vary depending on call center requirements).

**Wage**: To be discussed at the interview, starting at $18.00

***:
The Lead Customer Care Representative is responsible for the initial and ongoing development of call center agents. This individual will be required to facilitate team training and assist in managing the team’s metrics and performance. Provide agents the opportunity to achieve performance results in key performance metrics including quality assurance, attendance, schedule adherence, call time metrics, and other performance factors by delivering exceptional customer service, acting as a role model of expected behaviors, and completing duties assigned by the manager and director.

This position requires that the individual work within the Sherwood Park office. There are no work-from-home opportunities.

**Duties and responsibilities**:

- Assist in the management of 20+ employees working in all queues.
- Collaborate and report to the manager and director on weekly team progress.
- Manage client escalations alongside the Quality Control Manager.
- Exceptional conflict resolution skills
- Excellent communication skills
- In-depth knowledge of all provincial procedures
- Results-oriented mindset
- Ability to work under pressure while remaining positive and calm.
- Conduct regular reviews of all call center agents' performance and organize training sessions for underperformers.
- Onboarding and training new customer care agents as needed
- Proficiently handle client calls when not training.
- Call Reviews
- Recommend solutions for performance issues and potential areas of training and improvement.
- Focus on continuous education and providing developmental support to existing and new call center agents; this may include call listening.
- Focus on spotting opportunities for training in the CCC Incident Report.
- Assess and develop training materials that support agent learning.
- Guide new-hire agent development and support on-going call center development initiatives.
- Assess and understand agent learning styles and judge what will work in the classroom.
- Responsible for supervision of all newly hired employees during training and the 3-week nesting period.
- Accountable for the documentation of all coaching and corrective action for new hires
- All other duties, as assigned by the manager, contribute to additional projects as assigned.
- Assist with performance evaluations.
- Demonstrates leadership, integrity, and reliability.
- Proficient in the use of computers and troubleshooting

**SKILLS REQUIRED**:

- Sales-oriented, confident, and customer-focused
- Prior call center experience
- Has the highest degree of courtesanship and professionalism to resolve customer issues in one call.
- Good work ethic.
- Excellent phone etiquette and active listening skills
- Excellent verbal and written English communication skills.
- Active listening and multitasking skills
- Must be very dependable and have exemplary attendance and punctuality.
- High school diploma or equivalent
- Must be able to pass a criminal background check.
- Must be proficient in Microsoft software.
- Must be computer savvy.
- Handles complex inquiries independently, utilizing strong listening and problem-solving skills.
- Demonstrates advanced customer service skills on a daily basis.
- Exemplary attendance and punctuality
- Assume ownership of the position and accountability for the information relayed to customers.
- Must be effective and efficient when working in a team environment.
- Conducts research and analysis to determine the root of problems and independently makes decisions on how to handle problems or unusual situations, escalating to a manager as needed.

**Example of Daily Routine**
- New hire onboarding when necessary.
- Review sent escalations; coach agents if needed.
- Respond to agent portal customer escalation calls.
- Jump in or take over calls that escalate from trainees.
- Check CCC incidents and coach when needed.
- Help with agent questions on teams throughout the day.
- Schedule training sessions with agents making frequent errors or follow-up training.
- Help maintain training material.
- New user creations and computer setup.
- Keep Training OneNote updated. Always make notes of discussions and get employee acknowledgment.
- Misc tasks provided by upper management.

Monday
- Friday 9:00am-5:30pm (in office position only)

40-hour work week

  • Customer Care Representative

    2 weeks ago

    Sherwood Park, Canada Smart Start Canada ULC Full time

    Requisition ID: 1103 Customer Care Representative Smart Start Canada - Sherwood Park, AB As a Customer Care Representative, you will assist clients with their Ignition Interlock Device. Join our amazing call center team, conveniently located in Sherwood Park, AB. Our company focuses on an inclusive and friendly work environment. We are just missing you on...

  • Customer Care Representative

    7 months ago

    Sherwood Park, Canada Smart Start Canada ULC Full time

    **Company**:Smart Start Canada ULC **Position**:CCR-** **Customer Care Representative **Job Type**: Full Time, Permanent **Location**:#50, 2899 Broadmoor Blvd., Sherwood Park, Alberta **Shifts available**: To be discussed during an interview. **Wage**:Starting at $17.50, will be discussed during an interview. - This is an in-office position, there are...

  • Customer Care Representative

    7 months ago

    Sherwood Park, Canada Smart Start Canada ULC Full time

    **Company**:Smart Start Canada ULC **Position**:CCR-** **Customer Care Representative **Job Type**: Full Time, Permanent **Location**:#50, 2899 Broadmoor Blvd., Sherwood Park, Alberta **Shifts available**: To be discussed during an interview. **Wage**:Starting at $17.50, will be discussed during an interview. - This is an in-office position, there are...

  • Customer Care Representative

    3 months ago

    Sherwood Park, Canada Smart Start Canada ULC Full time

    **Company**:Smart Start Canada ULC **Position: CCR-**Customer Care Representative **Job Type**: Full-Time, Permanent **Location**:#50, 2899 Broadmoor Blvd., Sherwood Park, Alberta **Shifts available**: To be discussed during an interview. **Wage**:Starting at $17.50, will be discussed during an interview. - This is a bilingual French/English position. -...

  • Customer Care Representative

    5 days ago

    Sherwood Park, Canada Smart Start Canada ULC Full time

    **Must be bilingual in English and French** **Full Time** **Summary** Our Customer Care Representatives are responsible for handling the Call Centers inbound calls ranging from routine requests to complex situations requiring resourcefulness, professionalism, and efficient resolution simultaneously. **Responsibilities** - Answer incoming calls and...

  • Customer Service Representative

    7 months ago

    Sherwood Park, Canada Park Mazda Full time

    **A Little About Park Mazda** Park Mazda is a family owned and operated Dealership based in the heart of Sherwood Park. We pride ourselves on our positive, uplifting, happy to come to work morale, and believe in investing in our people. At Park Mazda, you are never "just a number". You are part of our family and we value YOU! **Customer Service...

  • Customer Care Representative

    2 weeks ago

    Sherwood Park, Canada Smart Start Canada ULC Full time

    **Must be bilingual in English and French** **Full Time** **Work From Home** **Summary** Our Customer Care Agents are responsible for handling the Care Centers inbound calls and making outbound calls ranging from routine requests to complex situations requiring resourcefulness, professionalism, and efficient resolution...

  • Customer Service Representative

    5 days ago

    Sherwood Park, Canada Smart Start Canada ULC Full time

    **Customer Care Representative** Requisition ID: 1115 **Must be bilingual in English and French** **Full Time** **Summary** Our Customer Care Representatives are responsible for handling the Call Centers inbound calls ranging from routine requests to complex situations requiring resourcefulness, professionalism, and efficient resolution...

  • Customer Service Representative

    7 months ago

    Sherwood Park, Canada Park Mazda Full time

    If you are a positive, upbeat, customer-loving person who has a strong passion for building customer relationships and sales, our Customer Service Representative position is open for applicants. This is a career path for those individuals who love their customers and know how to make them feel special. If you want a consistent income, bonus incentives, a...

  • Csr (Customer Service Representative)

    2 months ago

    Sherwood Park, Canada Park Mazda Full time

    If you are a positive, upbeat, customer-loving person who has a strong passion for building customer relationships and sales, our Customer Service Representative position is open for applicants. This is a career path for those individuals who love their customers and know how to make them feel special. If you want a consistent income, bonus incentives, a...

  • Lead Payments

    3 days ago

    Sherwood Park, Canada PC Financial Full time

    All referred applicants must first be submitted through Workday by a current Loblaw Colleague. **Location**: 100-410 Baseline Rd, Sherwood Park, Alberta, T8H 2A7 When you hire great people, great things can happen. PC Financial offers unprecedented value to Canadians through payment products. We're a different kind of bank with a different type of...

  • Inside Sales/customer Service Representative

    7 months ago

    Sherwood Park, Canada Trail Tire - Sherwood Park Full time

    Our family-owned business, based in Sherwood Park, is rapidly growing and we are currently seeking a talented and dedicated Inside Sales / Customer Service Representative to join our team in Sherwood Park, AB. As a Customer Service Representative, you will be responsible for providing outstanding service and welcoming environment to our clients and ensuring...

  • Inside Sales/customer Service Representative

    7 months ago

    Sherwood Park, Canada Trail Tire - Sherwood Park Full time

    Our family-owned business, based in Sherwood Park, is rapidly growing and we are currently seeking a talented and dedicated Inside Sales / Customer Service Representative to join our team in Sherwood Park, AB. As a Customer Service Representative, you will be responsible for providing outstanding service and welcoming environment to our clients and ensuring...

  • Quality Improvement Lead

    2 weeks ago

    Sherwood Park, Canada Sherwood Park Primary Care Network Full time

    The Sherwood Park Primary Care Network is a group of health care professionals and administrative staff who work with you and your Doctor to help you live well. Our caring team provides education and support for managing chronic diseases and mental health concerns, while providing access to specialists and services all within your local community. The SPPCN...

  • Quality Improvement Lead

    1 week ago

    Sherwood Park, Canada Sherwood Park Primary Care Network Full time

    The Sherwood Park Primary Care Network is a group of health care professionals and administrative staff who work with you and your Doctor to help you live well. Our caring team provides education and support for managing chronic diseases and mental health concerns, while providing access to specialists and services all within your local community. The SPPCN...

  • Customer Service Representative

    3 days ago

    Sherwood Park, Canada BIS Safety Software Full time

    Do you love helping people? Do you find it fulfilling when you are able to solve a problem for someone? If so, we'd like to hear from you. **_BIS Safety Software_** is a fast-paced, high-growth organization providing leading software for the safety industry. We are expanding our team and are looking to add a positive, upbeat team member who cares deeply...

  • Customer Care Agent

    4 months ago

    Sherwood Park, Canada Allstate Full time

    At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing...

  • Customer Service Representative

    15 hours ago

    Sherwood Park, Canada BIS Safety Software Full time

    Do you love helping people? Do you find it fulfilling when you are able to solve a problem for someone? If so, we'd like to hear from you. - **BIS Safety Software**_ is a fast-paced, high-growth organization providing leading software for the safety industry. We are expanding our team and are looking to add a positive, upbeat team member who cares deeply...

  • Customer Care Representative

    2 weeks ago

    Corman Park, Canada Road Coffee Inc Full time

    Each cup of our coffee impacts families of smallholder coffee farmers and takes important steps towards their independence and freedom. Road Coffee was founded to connect coffee farmers and coffee drinkers, to empower coffee farmers, and create a more sustainable and economical supply chain. **Who we are**: Road Coffee was born out of bold decisions and...

  • Customer Service Representative I

    16 hours ago

    Sherwood Park, Canada Strathcona County Full time

    This _posting is for multiple hourly positions at Kinsmen Leisure Centre and Ardrossan Recreation Complex _ As a Customer Service Representative, you will be a wealth of information. In listening to guests’ needs, you will be able to provide them with timely and applicable information regarding products, services, and events. You will happily process our...