Job description:
Location: Edmonton, AB T6E 5Y1
Salary: $22.50 per hour for 40 hours per week
Overtime:1.5 times of gross pay after completion of 44 hours
Vacation Pay: 4% on every pay period
Job Type: Permanent employment
Job Responsibilities:
- Responsible for supervising and leading a team of customer service representatives, providing guidance, training, and support to ensure their effective performance.
- Handle escalated customer complaints or complex issues that the customer service representatives are unable to resolve, working towards finding satisfactory solutions and maintaining customer satisfaction.
- Monitor the quality of customer interactions and service delivery, ensuring that company standards are met or exceeded. This may involve reviewing customer interactions, conducting performance evaluations, and implementing improvement measures.
- Contribute to the development and implementation of customer service policies and procedures, aiming to enhance customer experience, streamline processes, and improve efficiency.
- Analyze customer service data, such as call volumes, response times, and customer feedback, to identify trends, areas for improvement, and performance metrics. You may generate reports to share insights and recommendations with management.
- Provide ongoing training and coaching to the customer service team, ensuring they have the necessary skills and knowledge to effectively assist customers. This may involve conducting training sessions, role-playing exercises, and providing feedback.
- Collaborate with other departments, such as operations, logistics, and maintenance, to address customer concerns, coordinate solutions, and improve overall service quality and efficiency.
- Responsible for various administrative tasks, such as scheduling shifts, maintaining records, preparing budgets, and managing resources effectively.
Eligibility Requirements:
- Require prior experience of 2 to 3 years in a customer service or related role. This could include experience as a customer service representative, team lead, or in a supervisory position
- A high school diploma or graduation certificate is typically required for this job.
- Possess strong leadership abilities, including the ability to motivate, guide, and inspire your team. Experience in managing or supervising a team is typically expected.
- Excellent communication skills, both written and verbal, are essential for effectively interacting with customers, team members, and other stakeholders. You should be able to convey information clearly and professionally.
- Dealing with customer complaints and resolving conflicts is a regular part of the role. Demonstrating strong conflict resolution skills and the ability to handle difficult situations calmly and diplomatically is valuable.
- Juggle multiple tasks and responsibilities. Being organized, detail-oriented, and able to prioritize effectively will help you manage your workload efficiently.
- Familiarity with the transportation industry, including its operations, processes, and regulations, can be beneficial. Understanding your company's services, policies, and procedures is also important.
Additional information:
- A criminal record check is required to ensure security and safety.
- The position demands reliability, organizational proficiency, and efficiency, along with strong interpersonal skills.
Submit your resume to the provided email address when referring and applying for this job. accounting@fastwaytransgroup.com
