Job Description

DescriptionCustomer Service Supervisor - EdmontonOur Edmonton based client is looking to hire a Customer Service Supervisor to join their growing team. This is a full time, permanent opportunity. It is a fully in office role.Salary: $60,000 - $70,000
Main Job Tasks and Responsibilities:
? Supervising a team of up to 10 customer service reps and ensuring they comply with company guidelines particularly related to quality of service.
? Will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints
? Interviews potential entry-level customer service employees.
? Trains new employees in the company\'s customer service policies, procedures, and best practices.
? Organizes and oversees the schedules and work of assigned staff.
? Monitors or reviews calls or other correspondence between representatives and customers.
? Ensures that representatives are informed about changes to company products and services.
? Collects data and prepares reports on customer complaints and inquiries.
? Prepares monthly reports summarizing the assigned customer service team\'s performance.
? Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
? Identifies opportunities to update or improve customer service procedures and makes recommendations to the Customer Service Manager.
? Performs other related duties as assigned.Education and Experience:

• Bachelor\'s degree preferred.
• At least five years of customer service experience required.
• At least three years\' previous experience in a supervisory role.
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Proficient in Microsoft Office Suite or related software.

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