Customer Service Manager

6 days ago

Montréal, Canada SelectBlinds Canada L.P. Full time

Are you a fluently bilingual Customer Service Manager who wants the opportunity to make a significant contribution and grow your skills while working with a group of talented and driven co-workers? Do you have the rare combination of superb leadership and multi-tasking skills and the ability to motivate your team and make every customer feel like royalty? If so, then we want to talk with you.

SelectBlinds Canada is the leading e-commerce company in Canada for custom window coverings, and growing rapidly. Our success is based on providing each and every one of our on-line customers with quality products and exceptional, world-class service & support.

This is a full-time position with a competitive compensation package based on experience.

Note that free parking is available at our Montreal (St-Laurent) office, and the office is easily accessible by public transportation. Most employees are currently working on a flex schedule (some days in the office and some days remotely from home).

**The Position**

The Customer Service Manager will report to the Director of Customer Service, while working closely with other departments.
- Managing the day-to-day operations of the customer service centre
- Continuously improving the customer service training manual and processes
- Establishing targets and performance metrics for the team and individual customer service reps, and monitoring progress
- Delivering the best customer service experience by adapting as needed, testing new ideas and identifying & recommending improvements
- Handling escalated customer service issues and having a “soft touch” with customers so that we can constantly deliver on our 100% Customer Satisfaction Guarantee

**Requirements**:

- 5+ years’ experience supervising or leading a customer service team
- Experience managing customer service tools and software
- Strong analytical abilities in order to continuously monitor and improve performance
- The ability to respond quickly, effectively and independently in a fast-paced environment
- Exceptional organizational skills, with proven experience prioritizing work and handling several projects at one time
- A strong focus on detail and accuracy of work
- Sound judgment & problem solving skills, and ability to work independently
- Excellent oral and written communication skills in English & French
- University degree a plus

THE COMPANY

SelectBlinds Canada owns and operates the leading e-commerce sites in Canada for custom window coverings, SelectBlindsCanada.ca (and its French equivalent, StoresSelectsCanada.ca). Our company’s 15+ years of success and strong year-over-year growth is based on delivering outstanding service to our customers and partners, and providing an environment for employees to develop and excel at every level.

If this sounds like the right opportunity, please send us your resume.

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Work from home

Schedule:

- Monday to Friday

**Experience**:

- Customer Service Management: 5 years (required)

**Language**:

- English (required)
- French (required)

Work Location: Hybrid remote in Montréal, QC H4R 2K9

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