Customer Service Supervisor

**POSITION LOCATION/DEPARTMENT**: Customer Service

**WORKING SCHEDULE**:In Office, Monday to Friday, 8:00am - 4:30pm

**REPORTS TO**: VP of Customer Service/Administration

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The Customer Service Supervisor reporting into the VP of Customer Service/Administration exercises discretion and independent judgment to successfully oversee and supervise the operations of the customer service department. Responsible for organizing, directing, coordinating and delegating tasks and training new customer/account service representatives and support personnel. Assists in developing and documenting processes and acts as a knowledgeable resource for the team. Supervise the work of the Account/Customer service team and oversees that order desk calls are answered in a timely, and accurate basis in compliance with client policies. Assists in the implementation of new clients, as well as the training of new staff on company policies and procedures.

**DUTIES & RESPONSIBILITIES**:

- Daily supervision of all customer /account service and/or clerical staff.
- Trains, motivates staff under supervision.
- Problem solving with proposed corrective action
- Liaise with and maintain good relations with all clients/customers.
- Responsible for the introduction, training and monitoring of new accounts.
- Handles office related problems.
- Service knowledge and the ability to provide back-up for Account Service Representatives and order desk is required.
- Responsible for providing customer service, clerical and administrative duties to a clients and their customers, ensuring accuracy and complete confidentiality.
- Resolves customer problems and complaints.
- Assists with logging any helpdesk related issues.
- Responsible for the introduction, training and monitoring of new accounts and new employees.
- Product knowledge and the ability to provide back-up for account/customer service representatives and order desk if required.
- Perform other duties as required and assigned by your Manager and upper management
- Ensure all month end criteria for each client are met - for example, invoicing.
- Payroll and absentee data entry.
- Oversee the resolution of transportation issues.
- Monitors departmental KPI’s to ensure that the Customer/Account Service Representative team meets goals and shows continuous improvement.
- Document and evaluate teams progress and development
- Collaborate on customer experience improvement areas with team members and customers to improve established practices and policies.

**SKILLS/TRAINING REQUIRED**:

- Support the VP of Customer Service/Administration on any daily tasks that may be required
- Actively lead and train members of the Customer / Account Service Team to achieve maximum results i.e. KPI’s measurements
- Ability to work independently and as a team member.
- Excellent knowledge of all office and client procedures.
- Excellent written and verbal communications skills.
- Required to present a professional image as position has constant contact with clients/customers.
- Ability to deal with employees, clients and clients’ customers.
- Ability to solve problems and inquiries.
- Must have excellent organizational skills.
- Capability of taking charge
- Good leadership qualities/good interpersonal skills.
- Ability to react and work under pressure with mínimal supervision.
- Ability to make decisions and knowledgeable recommendations.
- Ability to have work completed with specified time frames.
- Neat, thorough and possesses excellent time management skills.
- Proficient with Microsoft Word and Excel programs.
- Attention to detail
- Self-starter/ Positive attitude.
- Excellent problem solving, planning and evaluation skills
- Assist in developing and maintaining strong, collaborative customer relationships through proactive engagement on complex customer issues, where escalation will likely be required.
- Communications with other departments.
- Good leadership qualities/good interpersonal skills.
- Ability to react and work under pressure with mínimal supervision.
- Ability to make decisions and knowledgeable recommendations.
- Ability to complete work within specified time frames.

**EDUCATION/EXPERIENCE REQUIRED**:

- Minimum education required: Post-secondary Diploma
- Minimum experience required: 3-5 years’ experience in customer service or equivalent combination of education, experience and training. Plus a minimum of 3 months on-the-job training.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company pension
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Day shift

Supplemental pay types:

- Bonus pay

**Experience**:

- Customer service: 3 years (preferred)

Work Location: In person