Customer Service Manager

6 days ago

Orangeville, Ontario, Canada DM Elite Talent Full time

We're looking for an experienced and people-focused
Customer Service Manager
to lead our Customer Service team across all branches. This is a hands-on leadership role where you'll balance coaching and motivating your team while also staying close to the day-to-day customer experience.

You'll plan, lead, and continuously improve how the department operates, ensuring consistency, efficiency, and—most importantly—outstanding customer satisfaction.

What You'll Do

  • Lead and oversee the daily operations of the Customer Service department across all branches
  • Create, improve, and standardize processes to drive efficiency and consistency
  • Develop strategies to increase productivity, performance, and customer satisfaction
  • Act as a key liaison between internal teams to ensure smooth communication and collaboration
  • Respond to customer inquiries and escalated concerns in a timely, professional manner
  • Proactively ensure customer expectations are met or exceeded
  • Set the tone through positive leadership, professionalism, and a supportive work environment
  • Build, engage, and develop a high-performing customer service team
  • Support recruitment, hiring, onboarding, and training of new team members
  • Coach and develop employees through ongoing training, performance reviews, and development plans
  • Maintain an open-door approach and foster strong employee relationships
  • Ensure compliance with health & safety standards, legislative training, and new systems or tools
  • Recommend and implement policy or process improvements that benefit the department
  • Support operational needs, including overtime when required
  • Take on additional responsibilities as assigned

Qualifications

  • College diploma or equivalent combination of education and experience
  • 3–5 years of experience in a customer service or call center environment
  • Previous experience supervising, training, and scheduling team members
  • Strong verbal and written communication skills
  • Excellent organizational and multitasking skills with strong attention to detail
  • Proven leadership skills with the ability to motivate and inspire a team
  • Working knowledge of CRM systems and customer service best practices
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)

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