Customer Service Supervisor
4 weeks ago
Customer Service Supervisor
Brampton
60k to 70k
Perks:
-Benefits
-Vacation
Duties:
Reports to the Customer Service Manager.
Supervisory Responsibilities:
• Interviews potential entry-level customer service employees.
• Trains new employees in the company’s customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.
• Manages a team of 9 customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
• Monitors or reviews calls or other correspondence between representatives and customers.
• Ensures that representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Prepares monthly reports summarizing the assigned customer service team’s performance.
• Prepares knowledge-based documents such as summaries and responses to \frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Customer Service Manager.
• Performs other related duties as assigned.
Assets:
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Proficient in Microsoft Office Suite or related software.
At least five years of customer service experience required.
• At least three years previous experience in a supervisory role.
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