Customer Service Manager

1 week ago

Scarborough Village, Ontario, Canada InVision Staffing Services Inc. Full time
About the Role

InVision Staffing Services Inc. is a leading recruitment firm specializing in Engineering, Industrial/Skilled Trades, Information Technology, and Professional Services across Canada and the U.S. We are seeking a highly skilled Customer Service Supervisor to join our dynamic team.

Key Responsibilities
  • Team Leadership: Supervise and support customer service representatives in their daily tasks, ensuring adherence to company policies and procedures.
  • Performance Metrics: Assist in the development and monitoring of Key Performance Indicators (KPIs) to evaluate team performance and drive improvements in service delivery.
  • Customer Escalations: Provide guidance on handling complex customer inquiries and escalations, ensuring swift and effective resolutions.
  • Training and Development: Conduct regular training sessions to enhance the team's skills and product knowledge.
  • Team Environment: Promote a positive and collaborative team environment, encouraging teamwork and continuous improvement.
  • Customer Communication: Maintain regular communication with customers, ensuring their needs are met with professionalism and efficiency.
  • Issue Resolution: Handle escalated customer issues that require additional attention, working towards satisfactory outcomes for both the customer and the company.
  • Service Standards: Monitor interactions to ensure service standards are maintained, providing feedback and coaching to team members as needed.
  • Order Processing: Oversee the processing of customer orders, returns, and support tickets, ensuring accuracy and timeliness.
  • Internal Collaboration: Coordinate with internal departments such as sales, logistics, and finance to ensure smooth order processing and customer satisfaction.
  • Reporting and Analysis: Generate regular reports on customer service performance metrics, including response times, resolution rates, and customer satisfaction.
  • Process Improvement: Analyze data to identify trends and areas for improvement, recommending actions to enhance the customer support function.
  • Best Practices: Collaborate with the Customer Support Manager to implement best practices and process improvements across the team.
Requirements
  • Education: Bachelor's degree in business management, communications, or related fields
  • Organizational Skills: Strong organizational skills to manage multiple tasks and prioritize effectively
  • Technical Skills: Experience working with support and ticketing tools such as Zendesk, Salesforce, and Microsoft Dynamics
  • Communication Skills: Excellent communication and interpersonal skills, with the ability to effectively interact with both customers and team members. Bi-lingual in English and French is a MUST
  • Leadership Experience: Minimum three years' experience managing a group of support professionals, with a strong focus on team building and customer satisfaction
  • Problem-Solving: Problem-solving abilities to address customer issues and support team members in finding solutions
  • Industry Knowledge: Familiarity and experience with the HVAC industry
  • ERP and MRP Systems: Proficiency in using ERP and MRP systems for order processing and customer management
  • Leadership Style: A collaborative and supportive leadership style, with a focus on fostering team development and a customer-centric culture

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