Customer Service Supervisor

3 days ago

Calgary, Canada Trail Appliances Ltd. Full time

**Why Trail?**

**The Perks**

Trail Appliances values their employees and provides a comprehensive and competitive total rewards package including:

- Health & dental benefits
- Personal care days
- Statutory holidays off
- Employee & family assistance program
- Staff incentives and rewards
- Employee discounts

**The Role**

The Customer Service Supervisor will oversee the Customer Service department, ensuring excellent customer interactions and smooth departmental operations. This role involves supervising and training customer service representatives (CSRs) and receptionists, resolving customer issues, and coordinating administrative tasks. You will work closely with sales consultants and other team members to maintain high standards of service and operational efficiency.

**What you will be doing**

**Customer Service Support**:

- Greet, welcome, and assist customers both in person and over the phone, ensuring a friendly and professional atmosphere.
- Provide accurate information on products, services, and promotions.
- Resolve customer complaints and escalate unresolved issues as needed, keeping management informed.
- Collaborate with sales consultants to address customer service issues and provide support to team members.

**Staff Supervision and Training**:

- Supervise and provide guidance to CSR and reception staff, ensuring smooth operations.
- Set performance expectations, conduct training sessions, and offer ongoing feedback to improve staff skills.
- Ensure staff adherence to company policies and procedures.
- Assist in hiring, performance evaluations, and disciplinary actions as needed.
- Manage payroll-related information for direct reports and maintain accurate records.

**Administrative Support and Sales Coordination**:

- Oversee the completion of administrative tasks, including inputting sales orders, processing payments, and maintaining customer accounts.
- Organize sales events and coordinate with sales consultants to ensure customer satisfaction.

**To be successful in this role you must have**
- Previous customer service experience.
- 3-5 years of supervisory experience.
- Strong communication, interpersonal, and problem-solving skills.
- Ability to effectively address customer inquiries and complaints.
- Basic computer skills and familiarity with payroll processes.
- Ability to work in a fast-paced environment and handle multiple tasks.
- Commitment to professionalism, confidentiality, and continuous growth

Our story began in 1974, when the Broderick family rented out appliances at their bottle depot on Macleod Trail in Calgary. From those humble beginnings, Trail Appliances has grown to become one of the leading independent appliance retailers in Western Canada. We continue to stand by our guiding principles of unparalleled customer service, competitive pricing, and expert advice.

Having built our reputation on strong family values and creating a collaborative work culture that values respect, integrity, diversity, passion, and laughter, we’re proud to be family-owned and operated today. This and our extensive benefits, safety program and community involvement are what sets us apart from our competitors. We are proud to be recognized as an industry leader today

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