Overview

Client Service Supervisor

NOC: 62023 – Client Service Supervisor
Employment Type: Permanent, Full-time
Wage: $39.00 per hour
Hours: 30 to 40 hours per week
Work Location: 658 Seymour Street, Vancouver, V6B3K4 BC
Work Setting: On-site

Overview

We are seeking an experienced Customer Experience Supervisor to supervise and coordinate the daily activities of our customer service team. The successful candidate will be responsible for maintaining high service standards, supporting and training customer service staff, monitoring team performance, resolving escalated customer issues, and improving operational efficiency.

The position requires strong communication, organizational, leadership, and problem-solving skills and the ability to work effectively in a fast-paced customer service environment.

Languages

English

Education

College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years, preferably in business administration, customer service, communications, management, or a related field.

Experience

2 years to less than 3 years of relevant customer service experience.

Previous experience supervising, coordinating, or providing leadership to a customer service team is an asset.

Experience in telecommunications, contact centre operations, subscription services, or a related customer-focused industry is an asset.

Work Location

Work must be completed at the physical location. There is no option to work remotely.

Responsibilities
Tasks
Supervise and coordinate the daily activities of customer service representatives.
Coordinate customer service activities with other departments and work units.
Establish work schedules, procedures, priorities, and service coverage requirements.
Coordinate, assign, and review the work of customer service staff.
Monitor customer interactions and examine work to ensure accuracy, quality, and compliance with company procedures.
Monitor team performance, service levels, productivity, response times, and other customer service performance indicators.
Prepare and submit operational, performance, and customer service reports.
Identify and resolve work-related problems and recommend measures to improve productivity, service quality, and operational efficiency.
Provide guidance and technical support to customer service representatives when handling complex customer inquiries or service issues.
Resolve escalated customer complaints and assist employees with difficult customer situations.
Train staff in job duties, customer service procedures, systems, products, company policies, and service standards.
Provide ongoing coaching and feedback to customer service representatives.
Conduct employee performance reviews and recommend appropriate performance improvement measures.
Participate in the recruitment, selection, onboarding, and training of customer service staff.
Maintain effective communication between customer service employees, management, and other departments.
Assist in developing and improving customer service procedures, internal guidelines, and workflows.
Ensure employees follow established company policies, procedures, and customer service standards.
Perform the same duties as customer service representatives when operationally required.

Supervision
Customer service representatives and customer service clerks
11–15 employees

Computer and Technology Knowledge
Microsoft Office

Work Conditions and Physical Capabilities
Fast-paced environment
Work under pressure
Tight deadlines
Large workload
Attention to detail
Ability to manage multiple priorities

Personal Suitability
Accurate
Dependable
Excellent oral communication
Excellent written communication
Efficient interpersonal skills
Strong problem-solving skills
Customer-focused
Team player

Benefits
Dental plan
Vision care benefits