Customer Service Supervisor Jobs

Are you looking for an opportunity where you can flex your Customer Service skills while being a part of a team that you love to work with?

Are you an energetic professional who enjoys seeing team relationships grow and strengthen?

At DiCAN we're committed to learning and continuous growth within the Company. We foster a great culture of people who want to work hard and produce outstanding results. For us, culture is paramount. We are seeking a dedicated and experienced Customer Service Supervisor to join our team.

Position Summary

The Customer Service Supervisor provides consistent support to our customers and internal team members across the lifecycle of a customer. Responsibilities include customer support, training and onboarding, and technical and product support. The Customer Service rep acts as Subject Matter Expert on DiCAN products and supports the team in understanding, installation, functionality and troubleshooting our products.

This is a full-time, 18-month contract with the possibility of an extension.

List Of Main Responsibilities

Technical Support- 35%

• Coordinate with supplier Support if our team cannot resolve an issue, and escalate it as necessary.
• Respond to customer emails regarding support queries.
• Communicate with customers in case of extended ticket resolution time.
• Assist the Support Team with complex or challenging tickets.
• Oversee customer tickets in CRM to ensure timely responses.
• Assist the Sales Team in accurately quoting clients on their fleet by ensuring hardware requirements are met using internal forms.
• Prepare hardware products for the installation, including firmware updates and database setup.
• Initiate troubleshooting processes for hardware issues and initiate RMA (Return Merchandise Authorization) process when required.
• Assist installers during installations/service calls by answering questions, verifying successful installations, creating custom scripts, and troubleshooting.
• Answer customer support phone calls and provide technical assistance (shared duty with other Support Team staff).
• Provide training to new installers and educate them on new features or changes.

Training & Support – 35%

• Coach team members to improve their service skills.
• Facilitate weekly ticket meetings to update the team on ongoing tickets.
• Train staff on new products, both hardware and software.
• Provide training to customers on software usage, including initial training and any required follow-up sessions.
• Provide continual training on new software or features.
• Help the team set priorities for the day.
• Assist the team in meeting service level agreements (SLAs).

Product Knowledge- 10%

• Communicate changes to staff, sales, marketing, and finance teams as applicable.
• Read user guides and manuals.
• Stay well-informed about the products we support, including changes to the Customer UI and installation methods.
• Complete any required certifications from suppliers and ensure internal team members are certified/re-certified as needed.
• Attend conferences, webinars, and research community forums and materials related to product support.
• Maintain communication with Channel Partner Managers and key staff from Suppliers.
• Stay certified and up-to-date in CRM software (Ticket Management).
• Stay updated on troubleshooting and RMA policies from our suppliers.

Onboarding- 15%

• Maintain a database and log information on the service SharePoint.
• Keep Asana up to date on completed tasks as they relate to onboarding.
• Work with customers to facilitate their onboarding onto Geotab, including vehicle list management, user list setup, groups, and integrations.
• Collaborate with the scheduling department to ensure timely product delivery and setup before installations.
• Create and update an Onboarding document for new customers.
• Attend regularly scheduled onboarding meetings and run them when the project manager is unavailable.

Administration- 5%

• Review incoming airtime invoices from Smartwitness, Zenduit, and Telna.
• Support the sales team with configuration needs.
• Provide oversight for hardware orders, maintain inventory, and ensure the availability of required hardware for installs.
• Manage time sheets.
• Actively participate in new product assurance testing to validate suitability for customer use.
• Review and populate the asset list for Request for Proposals (RFPs).
• Conduct Sourcewell Reconciliation.
• Assist the scheduling department with install timelines and participate in weekly meetings to review upcoming product needs for installations.

List Of Key Qualifications

• 1-2 years of leadership experience
• Strong work ethic and positive team attitude
• Committed to ensuring customer success
• Motivated, enthusiastic, and flexible attitude, with the ability to work as a team player
• Experience with CRMs is an asset
• Proficiency in research and data collection to understand the root cause of issues and their resolutions
• Ability to analyze problems, ask insightful questions, and quickly identify the best solutions
• Strong sense of responsibility and ability to complete tasks with minimal supervision (initial training and support is always provided)
• Impeccable written and oral communications skills
• Excellent listening skills with the ability to engage empathetically
• Comfortable communicating with customers over the phone and via email.
• A minimum of 2 years of work experience in a customer service setting or demonstrable skill and experience acquired through education
• Experience with mechanical electronics is considered an asset

Company Summary

DiCAN is a growing company located in the Niagara Region that specializes in Safety and Management software for fleets of all sizes. We are a Canadian-owned and operated business that thrives on integrity and teamwork.

Instructions On How To Apply

Qualified applicants are encouraged to send their cover letter and resume to: [email protected] Please submit your application by June 25, 2023. This position has a planned start date of September 4, 2023.

Accommodations are available on request for candidates participating in the selection process; please let us know if you require a specific accommodation.

DiCAN is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, colour, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status or any other class or status in accordance with applicable federal, provincial and local laws.