Job Description

Overview

Kampen Appliance Service Inc. is a leader in high-end appliance service, representing premium brands such as Sub-Zero, Wolf, and Cove. We are seeking an experienced and highly organized Customer Service Supervisor to oversee our Customer Service Representatives and ensure that every customer interaction reflects Kampen's reputation for professionalism, precision, and care.

As a member of management, the Customer Service Supervisor plays a key role in driving service excellence, mentoring staff, and collaborating across departments to maintain smooth daily operations.

Key Responsibilities

Supervise, coach, and mentor the CSR team to deliver consistent, high-quality customer experiences. Lead day-to-day operations including scheduling, workflow management, and process improvements. Monitor KPIs such as call response time, scheduling accuracy, and customer satisfaction. Handle escalated customer concerns with professionalism and empathy. Support hiring, onboarding, and training of new team members. Collaborate with Operations, Dispatch, Billing, and Parts teams to ensure alignment and efficiency. Participate in management meetings and contribute to departmental planning and reporting.

Qualifications

Minimum 3-5 years of customer service experience, ideally in a field service or technical service industry. At least 3-5 years of leadership or supervisory experience. Strong understanding of scheduling, CRM, and service management workflows. Excellent communication, interpersonal, and decision-making skills. Proven ability to manage competing priorities in a fast-paced environment. Experience with Salesforce or similar service software is an asset.

Attributes

Confident, empathetic, and fair leadership style. Strong accountability and attention to detail. Customer-first mindset with a focus on continuous improvement. Ability to build trust, coach performance, and uphold company values.

What Kampen Offers

Competitive compensation package Employee benefits (including health and dental covered at 100%) Progressive and positive working environment (great customer reviews!) Full-time permanent position, Monday - Friday (onsite).
We thank all candidates; however, only those to be interviewed will be contacted.

Kampen Appliance is committed to meeting the needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodations during the recruitment and selection process, please notify us and we will work with you to meet your needs.

Job Type: Full-time

Pay: $62,000.00-$78,000.00 per year

Benefits:

Dental care Disability insurance Extended health care Life insurance Paid time off Vision care
Ability to commute/relocate:

Woodbridge, ON L4L 5Y8: reliably commute or plan to relocate before starting work (required)
Application question(s):

How would you define good customer service?
Experience:

Customer service: 3 years (required) CRM software: 3 years (preferred) supervisory/leadership: 3 years (preferred)
Work Location: In person