Customer Service Supervisor - Vancouver, Canada - Protec Dental

Protec Dental
Protec Dental
Verified Company
Vancouver, Canada

1 month ago

Sophia Lee

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Sophia Lee

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Description

Inspire, lead and develop a diverse team of three Customer Service Specialists (CSS) Team to provide superior customer service and thrive in a fast-paced dynamic environment.

Coach, recognize and hold the team accountable for delivering both performance and productivity metrics. Highly motivated by challenging goals, results driven, and helping others achieve.


Duties & Responsibilities

  • Oversee a team of three CSS's providing support, training, refreshers and coaching feedback as needed. Adheres to company policies to lead by example.
  • Call Centre Environment, answer 5070 calls per day.
  • Coordinate, assign and review the work of the CSS team.
  • Foster a collaborative, inclusive work environment which focuses on delivering high levels of team engagement.
  • Recognize and take every reasonable effort to diffuse a conflict situation, focusing on resolution.
  • Manage and resolve customer service escalations by conducting adequate investigation and providing customers with a resolution.
  • Conduct research and present ideas to the partners and leadership for customer service initiatives that will improve the department and company.
  • Identify inefficiencies and implement effective protocols. Resolve workrelated problems, prepare and submit reports to the Partners.
  • Generate and submit administrative reporting to the partners and leadership team on a weekly basis.
  • Gather customer service feedback, identify trends (positive and negative) and share with the Partners, with strategized recommendations.
  • Assist with, resolve, and ensure smooth operation of the systems within the customer service department; escalate when required.
  • Communicate with customers, colleagues and managers in a professional manner.
  • Provide support phone training to new employees.
  • Submit and reconcile pending store orders for patients and doctors to the Inventory and Purchasing department daily.
  • Review call records for all employee extensions and provide call monitoring.
  • Gather customer service feedback, identify trends (positive and negative) share with the Partners.
  • Collaborate with Protec Leadership through Leadership meetings.

Qualifications

  • A minimum of 2 year's experience in a customer service management role
  • Grade 12 education or equivalent (bachelor's degree an asset).
  • Exceptional communication and interpersonal skills.
  • Excellent leadership skills with the ability to motivate and inspire a team.
  • Strong computer skills, including Microsoft Office 36
  • Strong organizational and excellent time management skills.
  • Aptitude for working both collaboratively and independently.
  • Ability to work quickly and accurately with strong attention to detail.
  • Willingness to learn and grasp new technology.

Job Types:
Full-time, Permanent


Salary:
$28.00-$30.00 per hour


Benefits:


  • Casual dress
  • Company events
  • Dental care
  • Extended health care
  • Life insurance
  • RRSP match
  • Vision care

Schedule:

  • 8 hour shift
  • Monday to Friday

Application question(s):

  • Are you legally entitled to work in Canada?

Experience:

- customer service management: 2 years (required)


Ability to Commute:

  • Vancouver, BC V5T 2W6 (required)

Work Location:
In person
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