Team Manager Customer Service Jobs

Manage our team of customer service agents, including performance reviews, KPI tracking and hiring

Work closely with our operations manager to ensure transparent communications on fulfillment or shipping related issues or delays

You have outstanding customer service experience, ideally with consumer products

Identify and implement customer fraud response and prevention tactics

Regularly review our success metrics (response times, customer happiness, returns and exchanges) and identify new processes and improvements

Act as a point of escalation for our agents if they need support on how to respond to a customer

Handle customer and Associate concerns and provide guidance as required.

Monitors all Front End associates ensuring proper coverage, coordinating breaks as well as providing assistance to outlying registers.

Provides training to Associates on systems and Company procedures, i.e., scanning accuracy, productivity, company programs and initiatives, discounts, EAS system, safety.

Ensures all EAS systems are functioning to standard, i.e. Cashiers deactivating, Greeters handling issues appropriately, completing “Failure to Deactivate” Logs.

Oversees and promotes all company sponsor programs and initiatives, i.e., credit card service, Walmart protection plan, charity initiatives, and discount programs.

Handles customer and Associate concerns and provide guidance as required.

Monitors all Front End associates ensuring proper coverage, coordinating breaks as well as provides assistance to outlying registers.

Ensures all EAS systems are functioning to standard, i.e. Cashiers deactivating, Greeters handling issues appropriately, completing “Failure to Deactivate” Logs.

Oversees and promotes all company sponsor programs and initiatives, i.e., credit card service, Walmart protection plan, charity initiatives, and discount programs.

Experience working independently and within a small team, preferably remotely

You have worked with product management-focused tech and understand the voice and challenges of our users.

Serve as our customers’ go-to person by building relationships with key stakeholders and users within our Business tier

Own customer retention by reducing churn, increasing customer adoption, and improving customer satisfaction

Proactively monitor the health of your accounts and engage proactively to ensure optimal engagement

Identify growth opportunities within accounts to increase ARR

Exceptional interpersonal, communication, organizational, relationship building, negotiation, analytical, project management and presentation skills

The Qualifications and Experience we like to see:

Develop and oversee the implementation of Customer Service/Experience strategies and initiatives across various-functional groups

7 years of experience in a customer service or related field and dealing with escalations

2-3 years’ experience in managing or leading a customer service team in a call center environment

Excellent written and verbal communication skills

Knowledge of healthcare industry and gastric balloon offer

Flexible and agile towards new information taking, new tasks management, new relationships building

Manage team response to leads/enquiries and ensure the booking of highly qualified appointments with partner clinics

3+ years Sales/Telesales and/or Customer Service Team leadership experience

Advanced and experienced in (tele)sales and consultative selling/service role

Able to lead a team in the delivery of a high-quality end to end customer experience

Knowledge of healthcare industry and gastric balloon offer

Flexible and agile towards new information taking, new tasks management, new relationships building

Manage team response to leads/enquiries and ensure the booking of highly qualified appointments with partner clinics

3+ years Sales/Telesales and/or Customer Service Team leadership experience

Advanced and experienced in (tele)sales and consultative selling/service role

Able to lead a team in the delivery of a high-quality end to end customer experience

Knowledge of healthcare industry and gastric balloon offer

Flexible and agile towards new information taking, new tasks management, new relationships building

Manage team response to leads/enquiries and ensure the booking of highly qualified appointments with partner clinics

3+ years Sales/Telesales and/or Customer Service Team leadership experience

Advanced and experienced in (tele)sales and consultative selling/service role

Able to lead a team in the delivery of a high-quality end to end customer experience

Manage department coverage, schedules, overtime, timesheets, and personal expense reports.

Excellent skills for communicating and relating with both staff members and customers.

Supervisory experience is an asset.

Ensure team-oriented communication to solve issues and ensure the highest levels of customer satisfaction.

Lead and coordinate the day-to-day activities in the assigned area.

Schedule workflow and delegate tasks through the department so that client deadlines are met in a timely fashion.

Handle customer and Associate concerns and provide guidance as required.

Monitors all Front End associates ensuring proper coverage, coordinating breaks as well as providing assistance to outlying registers.

Provides training to Associates on systems and Company procedures, i.e., scanning accuracy, productivity, company programs and initiatives, discounts, EAS system, safety.

Ensures all EAS systems are functioning to standard, i.e. Cashiers deactivating, Greeters handling issues appropriately, completing “Failure to Deactivate” Logs.

Oversees and promotes all company sponsor programs and initiatives, i.e., credit card service, Walmart protection plan, charity initiatives, and discount programs.

2+ years of Customer Service, Account Management, Delivery Driving and/or Sales experience;

2+ years of management experience (including training and development);

Excellent time management and problem-solving skills.

Create presentations and other management-level reports;

Direct, supervise and manage drivers and assigned routes;

Bachelor's degree is preferred but equivalent experience will be considered;

They are looking for a Customer Service Manager with Industrial experience to join their Hamilton location.

· Bachelor’s or Technologist degree in Mechanical Engineering or Electronics, or equivalent experience

· 5+ years of relevant experience

If you are interested in this Customer Service Manager role please apply now!

· Lead the Service Department and contribute to the improvement of the technical products & processes.

· Ability to work flexible hours

Demonstrated leadership qualities, organization, time management, sound judgment and decision-making skills and a team player.

Ability to identify training requirements or process improvements and make recommendations for development to customer service management.

Work with the workforce group and management to ensure department standards, objectives, process improvement and system issues are addressed.

Completion of post-secondary education or equivalent work experience.

Responsible for the knowledge transfer of new and existing policy & procedures.

2- 3 years supervisory experience required in an inbound call centre or customer service environment.

5+ years of proven sales or customer service leadership experience

High school diploma coupled with some post-secondary education (preferred)

Polished interpersonal skills, employing tact and diplomacy handling situations and people

Strategic manager of people and personalities to optimize team results

Experience managing and mentoring a customer facing team

Industrial / distribution experience, an asset

Strong understanding of equipment capabilities and safety requirements.

Manages the repair and maintenance of equipment to include the organization of yard (Ready to Rent, Returned, Down)

Perform other duties assigned as assigned by the manager.

Extensive experience in the repair and maintenance of diesel engines and/or electric motors

Knowledge of work planning and scheduling and other supervisory activities

Prepares work schedules and handles service calls to meet customer needs and ensure that equipment is available as required.

Provide supervision and leadership to the team members of the department, in partnership with the manager

Two or more years of supervisory experience in a sales or service environment is preferred

Experience in a related field or outdoor lifestyle

Knowledge of Bass Pro Shops & Cabela’s specific products is an asset

Delegate tasks and work assignment to team members by giving clear and concise direction, and follow up to ensure proper execution

Foster the growth and development of team members by training various standard operating procedures and processes

- 5+ years proven experience in customer service management within a manufacturing or related industry preferred

- 2 to 3 years of experience in a management/supervisor/leadership role

- Strong organizational and time management skills

- Prepare regular reports on customer service metrics, sharing insights and recommendations with the management team

- Proficiency in using office software and customer relationship management (CRM) tools

- Manage daily office operations, maintaining an organized and productive workplace environment

8- 10 years proven work experience as a HR Service desk associate

Hands on experience with help desk

Excellent written and verbal communications skills

Solid technical background with an ability to give instructions to a non-technical audience

Customer-service oriented with a problem-solving attitude

Ability to answer to queries related to payroll

Managing any notable customer compliments or complaints that require action or acknowledgement at a management level

Troubleshooting queries from Customer Care team and support with calendar management.

Supporting the Regional Clinic Manager with training and onboarding of new customer care representatives.

Previous administrative or leadership experience with proficiency in the Microsoft Suite (French & English)

You have a "Can-Do" attitude, you love to learn and are passionate about growing your knowledge

This key role will report to their Regional Clinic Manager.

Monitor all incoming complaints and prevent them from reaching management by de-escalating and listening to the customer

Assist the Customer Service management with continuous improvement project

monitor all incoming complaints and prevent them from reaching management by de-escalating and listening to the customer

Creating a motivated team and sharing your insight and knowledge, motivate the team to meet objectives and targets

Have excellent communication skills with the customer services team and wider business

Assist the Customer Service Manager with weekly performance audit and also monitoring team targets