Customer Service Supervisor

**Who we are**:
Reliable Controls is dedicated to reducing the carbon footprint of buildings around the world. Our team specializes in the design, development, and assembly of building automation controls and software programs.

We align ourselves with the right people and empower them in the right ways. An established company based in Victoria, BC, we nurture a strong culture of communication, trust, and collaboration. Embracing a work-life balance, promoting continuous learning, and celebrating our achievements are a few of the ways we show our enduring commitment to employees. Let’s combine our passions for building a greener future

**Your mission**:
To successfully lead the operations of the customer care department via discretion and independent judgment. You will be responsible for organizing, coordinating, and delegating tasks in addition to training new customer service representatives and support personnel. Assist in developing and documenting processes and act as a knowledgeable resource for the team.

**What we offer**:

- Highly competitive extended health and dental plans for you and your family
- A yearly RRSP contribution on the company’s behalf, plus an employee contribution-matching program to help you grow your financial well-being
- An annual performance bonus
- Paid time off to volunteer and give back to the community, on your own or as a part of a group with your coworkers
- Free convenient parking, or choose our green transportation option and be paid for it
- Social Committee events almost every month, from potlucks, game nights, and LAN parties to camping and skiing
- Free on-site gym at both locations
- Awards and recognition for service and accomplishments
- Assistance with tuition or skills training relevant to your role
- A rewarding career doing work that matters

**What we hope to create**:
Solutions for building operators to enable the vision of Net-Zero Emissions by 2050. Help us get there.

**In this role you will**:

- Provide guidance, support, and leadership to the customer care team.
- Develop, implement, and maintain process improvements, policies, and procedures to increase efficiency in customer care operations.
- Responsible for introducing, training, and monitoring new employees
- Act as an escalation point for critical issues and manage communication with customers and partners.
- Supervise/monitor the daily workload of the customer care team and make adjustments to ensure adequate coverage and correct procedures are followed.
- Coordinate with other departments to ensure that customer service issues are resolved quickly and efficiently.
- Develop and maintain good relations with all partners and customers
- Prepare quarterly reports for peripheral partners related to buying group program.
- Assist Supply Chain & Logistics Manager with partner pricelists, addendums, and any other tasks that may be required.
- Work with Purchasing Supervisor to prepare annual RFP for logistics services
- Assist with international shipping documentation and prepare change of address records
- Carry out other related duties and participate in special projects as assigned by the manager.

**You'll have access to**:

- An onboarding package to get you up to speed
- Online training courses
- A mentor
- A yearly training allowance

**This role might be right for you if you have**:

- A high school diploma or equivalent.
- 6+ years of customer care experience.
- Previous leadership experience.
- Knowledge of principles and processes for providing customer and personal services.
- Knowledge of leadership techniques and coordination of people and resources.
- Outstanding communication skills, both written and verbal.
- Proficient knowledge of customer service, and standard office practices and procedures.
- Strong people skills.
- Outstanding organizational skills
- The ability to actively listen to customers and look for ways to help.
- Critical thinking and complex problem-solving skills.
- Time management skills pertaining to one’s own time and the time of others.
- The ability to talk to others in a way that effectively conveys information.

**You'll be successful in this position if you**:

- Are an enthusiastic, innovative individual who cares about sustainability
- Look for ways to have a meaningful impact on your team's work
- Are interested in using devices to control the physical environment, and you're willing to learn our products and industry
- Like a challenge and want to grow professionally
- Are patient and diligent; quality may take longer, but you know it's worth it
- Value a healthy work-life balance; we don't expect you to work overtime or weekends

**Let’s connect**

At Reliable Controls, it’s not only experience and skills we are seeking; alignment with our values is of the utmost importance to us. Continuous improvement is vital to our organization, and we are prepared to invest in our team’s future, not just their current abilities. Let’s connect. We