Customer Service Coordinator

ESA is seeking an experienced **Customer Service Coordinator** to provide strong leadership, coaching and mentorship to the Customer Service Team at ESA.

**About the Job**

The Customer Service Coordinator will be responsible for daily supervision, coaching and mentoring of the Senior Customer Service Representatives (CSR) ensuring they are carrying out the CSR coaching and assessment process effectively and on a timely basis. Manage performance, ensuring adherence to processes and policies. Ensure work is being managed, prioritized and processed day to day; handle escalated calls, written enquiries and complaints. Coordinate teams and team initiatives including planning team building exercises within the centre. Approve time reporting, including authorizing overtime. Hold absenteeism meetings with staff in accordance with the absenteeism process. In consultation with the supervisor, implement a performance management and coaching framework at the centre, including benchmarking and score-carding. Regularly hold calibration meetings for performance metrics, evaluation forms, call quality audits, etc. Review processes and systems to identify productivity and efficiency opportunities and ensure productivity and adherence to current processes. Participate on various committees on behalf of Customer Service Centre. Actively participate in recruitment for CSR and Supervisor positions, as directed by the supervisor. Support business improvements through identification, development and execution of projects, while seeking input from training, project and workforce management, Supervisors and CSRs.

**, Permanent**

**Benefits**:

- Competitive Salary
- Comprehensive Benefit and Pension Plan
- Employee Assistance Program
- Wellness Program
- Employee Recognition Program
- Development & Learning Opportunities

**About Us**

The ESA is one of Ontario's leading employers. If you choose to join our team, you will be entering a safety and development focused environment where we will care about YOU as a member of our team and as an individual. We take care of members of our team with an industry-leading benefits package and a defined-benefit pension plan, not to mention our competitive salaries and a hybrid work environment.

**Required Skills and Qualifications**
- Knowledge of business administration to serve the requirements for the day-to-day operation and leadership of a customer contact centre.
- Knowledge of contact centre principles and policies to recommend changes to procedures and processes, business plans and solutions to issues and problems.
- Strong communication skills both oral and written to respond to the ongoing understanding of customer issues, management and supervisory requisites.
- This knowledge is considered to be normally acquired, either through the successful completion of a 3-year University education in the appropriate discipline or by having the equivalent education.
- Experience in project management and in the management of office operations.
- A strong and lengthy background directly related to the electrical inspection and customer service function.
- Experience to understand the services provided by the Electrical Safety Authority and the issues involved in the operation of the call centre.
- Experience to assist with the development of customer service policies, procedures and processes, to provide an effective service to the customers and to achieve the appropriate goals and objectives of the Company.
- A good understanding of ESA’s business, customers and stakeholders to provide meaningful input to the development and implementation of business strategies and initiatives.
- A period of 4 to 6 years is considered necessary to gain this experience.