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Customer Service Operations Supervisor
3 months ago
Discover Your Potential with Reliance
As a pivotal member of the Reliance team, the Operations Service Leader will be equipped with the necessary resources to thrive. Our ambitious growth trajectory invites individuals who aspire to advance their careers alongside us. At Reliance, we take pride in offering boundless opportunities for professional development, recognizing and rewarding our Team Members for their achievements.
Key Responsibilities:
- Engage in continuous learning as a vital contributor to a team dedicated to both Reliance and its clientele.
- Collaborate with local management to strategize, budget, and achieve profit and loss objectives.
- Foster and sustain relationships across various business sectors.
- Identify and cultivate potential sales or customer service opportunities to enhance portfolio expansion.
- Ensure staffing plans are accurately forecasted, updated, and executed to optimize customer service and fulfill our commitments.
- Monitor and drive the achievement of operational metrics, providing insightful reporting and analysis.
- Champion a service-oriented growth mentality that enhances customer satisfaction and promotes future business development.
- Mentor and lead a team of technical professionals to maximize their performance and engagement.
- Enhance excellence through third-party partnerships by selecting and negotiating with vendors aligned with Reliance's strategic goals.
- Conduct regular evaluations of cost, quality, safety, and productivity metrics, implementing effective plans to drive optimal performance.
- Organize monthly health and safety meetings to communicate current initiatives and policies.
- Coordinate training sessions tailored to individual team member needs.
- Collaborate with stakeholders (e.g., Quality, Project Management, Training, HR, Regulatory) to continually enhance team performance.
- Establish a 'destination of choice' for team members, customers, and partners by setting a standard of service excellence.
- Ensure timely maintenance and repair of company vehicles, including seasonal tire changes.
- Maintain an organized and adequately stocked supply of parts in both the warehouse and on team vehicles.
- Equip team members with well-maintained tools to efficiently perform their daily tasks and conduct weekly onsite visits for observation and coaching.
What We Offer:
- Essential tools for success, including job-specific equipment and fully stocked vehicles, along with ongoing training and professional development.
- Competitive compensation with opportunities for additional commissions and bonuses.
- Fully funded tuition and apprenticeship leave top-up for eligible Team Members.
- Consistent work with a stable and predictable schedule.
- A recognized corporate culture celebrated for its diversity and inclusivity.
- A range of perks for high-performing Team Members, including opportunities to participate in exclusive trips.
What You Bring:
- A growth-oriented mindset, seeking dependable and ambitious individuals eager to progress with Reliance.
- A proactive self-starter with integrity, urgency, and a passion for excellence.
- 3-5 years of progressive experience managing a field operations team.
- Technical knowledge and experience in the HVAC and/or water heater sector.
- Possession of a gas license is advantageous.
- Sales experience with a proven track record of meeting quotas is a plus.
- Demonstrated success in driving process control and productivity improvements.
- Strong communication skills, both written and verbal, along with innovative problem-solving abilities.
- Motivated to succeed, with the capability to inspire teamwork and collaboration.
- Professional negotiation skills to influence and implement change.
- Strong initiative to drive results swiftly.
- Ability to cultivate effective relationships with team members and stakeholders.
- Willingness to challenge the status quo and facilitate change.
Why Choose Reliance?
Reliance stands as the industry leader in delivering home comfort solutions, serving over 2 million customers across North America. As one of Canada's largest providers of essential home services, Reliance is a $1 billion enterprise with a dedicated workforce of 2,600 Team Members. Our commitment to excellence has earned us recognition as one of Canada's 10 Most Admired Corporate Cultures. Our success is driven by our Team Members' unwavering focus on the business, each other, and our customers.
