Customer service supervisor - retail

Languages English Education College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years Experience 1 year to less than 2 years On site Work must be completed at the physical location. There is no option to work remotely. Responsibilities Tasks Greet people and direct them to contacts or service areas Obtain and process information required to provide customer service Operate switchboard or telephone system Order office supplies Record and relay information Schedule and confirm appointments Send invoices Maintain work records and logs Receive and issue payments Perform clerical duties, such as filing and sorting and distributing mail Answer telephone and relay telephone calls and messages Arrange teleconferences Calculate billing charges Monitor mobile radio or telephone Provide directory assistance Provide emergency services Relay service to persons with disabilities Perform data entry Provide customer service Perform basic bookkeeping tasks

Key responsibilities:Team Leadership:Hire, onboard, and train new customer service representatives. Assign tasks and manage daily operations of the customer service team. Provide ongoing coaching and mentoring to team members to improve performance. Conduct regular performance reviews and provide feedback to staff. Motivate and maintain a positive team morale. Customer Service Management:Respond to escalated customer complaints and inquiries. Resolve complex customer issues and find solutions to ensure customer satisfaction. Monitor customer service metrics (e.g., call handling time, resolution rate) and identify areas for improvement. Analyze customer feedback to identify trends and implement necessary changes.Quality Assurance:Conduct quality assurance checks on customer service interactions to ensure adherence to standards. Identify and address training gaps based on quality monitoring results. Implement process improvements to streamline customer service operations. Reporting and Analysis:Generate reports on customer service performance metrics to track progress and identify areas for improvementAnalyze customer data to identify trends and potential issuesCommunicate key performance indicators (KPIs) to management Required Skills:Excellent communication and interpersonal skillsStrong problem-solving and decision-making abilitiesAbility to lead and motivate a teamCustomer-centric approach with a focus on service excellenceStrong analytical skills to interpret data and identify trendsProficiency in customer relationship management (CRM) systemsRelevant Experience:Proven experience in a customer service role with a track record of exceeding customer expectationsSupervisory experience managing a customer service teamKnowledge of customer service best practices and quality standards 

If you are professional caring empathetic person who wants to own the customer experience through the life cycle of our customers most important home renovation, we want to talk to you!Every interaction we have with our customers we want to leave them wowed with the care and attention we put into all aspects of our work. We bring on folks who are proud of the work they do and the World Class Customer service they provide, and who are dedicated to working with individual homeowners and going the extra mile whenever necessary (and often even when it’s not!).WHAT YOU'LL BE DOING | THE ROLEDelight Customers by providing world class customer experience.Continuous communication with homeowners to ensure that all questions and concerns about their project is addressed.Contact customers to confirm availability for installations and walk them through the installation process.Contact customers post installProvide Signature Service by working closely with the Lead Installer and Salesperson on each job siteClose out projects with Customers immediately post installations and collect feedback from customers.Solicit positive online reviews from customers.WHAT YOU BRING | THE PERSONA great attitudeWillingness to leadAttention to detail, so the store always looks greatConfidence handling real responsibilityWillingness to help solve problemsWHO WE ARE | THE COMPANYWe are a high-growth company with:An experienced leadership team at the helmYoung energetic group who pushes each other to be the best of the bestHealthy competition in striving to provide world class signature serviceFostering a culture of happiness and kicking ass!Renewal by Andersen is the full-service window replacement division of 120-year-old Andersen Corporation, the most trusted family of window brands in America. Renewal by Andersen was founded to redefine the home remodeling industry and to offer a different—and better—window-replacement experience. Renewal by Andersen has more than 120 locations across North America.Job Types: Full-time, PermanentSalary: $55,000.00-$65,000.00 per yearBenefits:Casual dressDental careDisability insuranceEmployee assistance programExtended health careLife insuranceOn-site parkingVision careSchedule:8 hour shiftDay shiftMonday to FridaySupplemental pay types:Bonus payApplication question(s):Do you reside in the Lower Mainland?Experience:Customer support: 2 years (required)