Customer Service Team Manager - East And West

I am hiring 2 Customer Service Team Managers (1 for Eastern Canada and 1 for Western Canada)

Customer Success Manager

Position Summary

The Customer Success Manager’s primary responsibility is to support and develop our Customer Success Team to strive towards a perfect customer experience with Cansel. The Customer Success Manager will promote teamwork and provide their team with the training and support to grow within Cansel.

As Cansel’s Customer Service Manager, you will be responsible for the following areas within Westernregion of Canada:

·Focusing on the people on your team:

Selecting and hiring new team members.Training them to provide excellent support for our customers and work with each of your assigned team members to create individual development plans that will allow them to grow and flourish within the Cansel group of Companies.Ensure proper coverage at each of the branches to ensure team members can take appropriate breaks and that there is appropriate coverage for opening and closing the branches. Promote a team environment throughout the team, your branch and across all disciplines of the organization.Approve time off and vacations.

·Ongoing Training and Support – Ensure that your team is continuing to learn by providing your team with superior support and an escalation path to solve difficult problems.However, don’t just solve them, but follow up by teaching them to solve these problems in the future.

·Customer service – ensuring that the customer experience at Cansel is fast, easy, and on-point by ensuring that processes are clear, efficient, and followed.Ensure systems are in place so that phones calls and chat inquiries are answered promptly, and in general doing what is right for the customer at the same time as protecting the interests of Cansel. Providing direct customer service to our customers, specifically relating to escalation calls. Works with other departments to resolve problems, facilitate solutions and enhance productivity.

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·Change Management - our processes are continually evolving. In this role it is critical to understand the updated processes and ensure that all your staff understand, are trained on, and adopt the new processes. Then monitoring and following up to ensure that the new processes are maintained. In addition to this we need to continually improve our processes by creating change through well-managed channels to ensure consistency across the company.

About you...

·Knowledge of our products, services and procedures

·Knowledge of our computer information systems such as SAP, Salesforce, Microsoft Word, and Excel

·Strong interpersonal communication and skills

·Forward-thinking and the ability to be proactive in selling and servicing customers

·Self-disciplined and highly organized

·Ability to multi-task

·Able to confront problematic situations and determine solutions

·Highly detailed oriented

·Some travel may be required to support