Customer Care Manager

Urban Barn is looking for a **Customer Care Manager** to work out of our Warehouse Office located on **Annacis Island in Delta, BC.**

This position is responsible for motivating, coaching, and leading the Customer Care team members; emphasizing customer service excellence, and establishing standards for providing quality customer service to protect and grow client loyalty. The Customer Care Manager is to meet or exceed key performance indicators and identify deficiencies and implement solutions in areas related to Customer Care and Logistics support.

**What You Will Do**
- Provides leadership and direction to the Customer Care team to ensure an exceptional customer experience and that we are supporting timely resolution to all inquiries and claims through all the various channels of support
- Provides coaching, direction, and support to the Customer Care Supervisors to help manage the overall day-to-day operational needs of the Customer Care team to ensure “best practices” are followed and met
- Provides support with escalations and highly complicated customer claim issues, while providing guidance to our Customer Care Supervisors and Representatives on the effective handling of difficult or complex issues or embracing a first-contact resolution culture
- Analyzes and measures service level and overall department performance to action initiatives to help support committed timelines and service levels that align with our company SLA and help support Brand loyalty
- Partners with the Director and other organizational stakeholders on the development and implementation of new business processes or suggestions to improve system processes
- Implementation of new customer service technology to align with the strategic direction of the Customer Care department
- Establish key quality and productivity benchmarks, and accountability amongst the Customer Care Representative to meet targets of all activities in a timely manner
- Interview, select, coach, train, instruct, manage, and appraise the performance of associated customer care personnel
- Developing and documenting new operating and business process procedures
- Develop and maintain constructive and cooperative working relationships with stakeholders
- Liaise with other Department managers as necessary to uphold a high level of customer satisfaction

**Who You Are**
- You’re a natural leader of people, you thrive on leading and developing others
- You love technology and have experience implementing new technology to drive and optimize the customer experience
- You have a passion for delivering amazing customer service and delivering a positive experience for customers leveraging both Live Chat support and automated chatbot support
- You have a strategic mindset and passion to take on projects to continue to lift the bar and transform the customer care experience to build brand loyalty
- You have excellent written and verbal communication skills with a good command of the English language; French language is an asset
- You’re a passionate team player and enjoy leading and coaching a team to achieve their goals
- You’re highly organized and results-oriented to manage multiple functions
- You’re a problem solver - you can think outside the box

**What You Bring**
- 3 - 5 years of Management/Supervisory experience in a contact centre environment
- Proven track record of establishing and effectively managing teams of 30+
- Ability to demonstrate a high degree of tact, diplomacy, confidentiality, discretion, and sound judgment
- Ability to coach and train on various customer service methods and processes
- Proven experience building and developing high-impact service and support teams
- Bring a high level of analysis to the customer care process to understand where problems may be occurring regularly and suggest solutions
- Strong interpersonal skills and ability to deal with people professionally
- Strong English communication skills, both verbal and written - bilingual French communications skills considered a definite asset
- Ability to maintain & develop key metrics within the customer care group
- Exceptional dispute resolution skills including the ability to handle client’s situations in a positive, effective manner
- Expert Proficiency in the use of computers and experience using Microsoft Office, Salesforce, SAP, and CRM tools an asset

**Why Join Urban Barn**:

- We don't just sell home decor; we help furnish life's biggest moments
- Work for a proudly Canadian company with stores in six provinces
- Generous employee discount & Competitive benefits package
- Hybrid Work schedule - 3 days in office and 2 days work from home
- Commitment to your growth and development within the retail and home decor industry
- We offer a fun work environment with a collaborative team that loves to talk design
- Urban Barn is a national retail chain offering high-quality furniture and home décor. Established in 1990, we are a proudly Canadian company with ove