Customer Service Supervisor

Job title: Customer Service Supervisor

Company: Dormez-vous?

Job description: Company Description

At Sleep Country Canada/ Dormez-Vous? We are passionate about all things sleep. We are a proud Canadian brand and sleep destination for all! We want to help all Canadians get a better night’s sleep.

Our Customer Service team plays a major role in making sure each and every purchase ends with a smile! As a Customer Service Supervisor, you will provide leadership to our Customer Service Team as well as play a major role in ensuring that customers receive the help they need. We love our employees as much as our customers; which, is why we can guarantee you will feel challenged and at home each and every day!

Working at Sleep Country Canada (SCC) is more than just a job; it is your opportunity to realize your full potential! We trust you to make the right decisions- you will be motivated and empowered every day to make a positive difference to your team, the customer experience, and the growth of our business all while working in a fun work environment.

Job Description

• Responsible for the day to day direction, coaching, development, and performance management of the Team Leaders and Customer Service Representatives.
• Handle and respond to any escalated calls and provide solutions in a timely manner.
• Drive key business initiatives, identify process improvement opportunities as well as track and review trends to ensure overall department goals are met.
• Tracking and assisting in the preparation and analysis of various monthly reports (call monitoring, property damages, warranty stats, inspections, RTV process, invoicing) and providing team with feedback on performance.
• Handle and respond to any escalated calls and provide solutions in a timely manner.
• Review and make recommendations on current Return to Vendor tracking and identify any trends with our external stakeholders.
• Manage 3PL inspections and update tracking with results.
• Various projects as required.

Qualifications

• College Diploma or equivalent.
• A minimum of 3-5 years’ experience in customer service, call-centre or a related field; previous call-monitoring experience would be an assest.
• Demonstrated supervisory or team lead experience, 1-2 years.
• Self-motivated and also someone who is able to motivate a team.
• Strong communication and interpersonal skills.
• Detail-oriented, organized and able to multi-task in fast paced changing work environment.
• Solutions and results oriented and able to deal with conflict and issues in a tactful, diplomatic, and timely manner.
• Strong MS Office Skills, specifically Excel.
• Able to work flexible hours, occasional weekends.

Additional Information

Why work for us:

• This is not a job but a Career
• We are the proud winners of:

• Great Place to Work
• Great Place to work for Millennials
• Best Workplaces in Retail & Hospitality
• Great Place to Work for Giving Back
• Robust Medical & Dental Benefits
• We will invest in you and provide training, mentoring and continuous development
• We will provide you with a Tuition reimbursement program that covers professional AND personal development (yes, it means that you can get reimbursed for your scuba diving classes!)
• Fitness Subsidy
• Associate Discount Program

Employment Equity
We recognize the importance of a diverse workforce and we therefore encourage applications from Aboriginal Peoples, women, members of a visible minority, and persons with a disability.

Expected salary:

Location: Canada

Job date: Sun, 18 Apr 2021 22:11:28 GMT