Customer Service Supervisor & Administrator

Customer Service Supervisor & Administrator
Permanent, Full-time
Benefits, Pension, Bonus

You will oversee the daily operations of our customer service team, ensuring that our customers receive outstanding service and support. You will be responsible for managing and mentoring a team of customer service representatives, handling escalated customer issues, and implementing strategies to improve overall customer satisfaction. This position will also include special reporting, analytical efforts, internal communications, and working with the Management team as required.

Key Responsibilities:

1. Supervise, guide, and train a team of customer service representatives
2. Drive customer service initiatives and focus on continuous improvement.
3. Work closely with other departments to maintain customer service excellence
4. Provide administrative support for Senior Management
5. Provide input for improvements with systems and procedures
6. Develop and conduct training programs for new and existing customer service representatives.
7. Handle escalations and find an effective resolution
8. Identify areas for improvement in customer experience processes
9. Monitor customer service metrics and prepare regular reports for management.

Required Skills & Experience:

1. Post secondary education in business or equivalent work experience
2. 3-5 years of experience in customer service PLUS experience in a supervisory role
3. Strong leadership and team management skills.
4. Excellent communication
5. Strong experience with customer service software and tools
6. The ability to thrive in a fast-paced environment with changing priorities
7. Proficient with Microsoft Office