Job Summary:
The Customer Service Lead will oversee and assist customer service employees in performing their job duties, such as responding to customer inquiries and resolving issues or complaints. This position reports directly to the Customer Service Manager.
Duties/Responsibilities:

• Lead a team of assigned customer service representatives, ensuring compliance with company guidelines, particularly related to quality of service.
• Monitor and review calls or other correspondence between representatives and customers.
• Ensure that representatives are informed about changes to company products and services.
• Collect data and prepare reports on customer complaints and inquiries.
• Prepare monthly reports summarizing the assigned customer service team’s performance.
• Create knowledge-based documents, including summaries and responses to frequently asked questions.
• Identify opportunities to update or improve customer service procedures and make recommendations to the Customer Service Manager.
• Perform other related duties as assigned.

Required Skills/Abilities:

• Excellent management and supervisory skills.
• Strong verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with great attention to detail.
• Ability to resolve customer complaints and issues professionally and calmly.
• Capability to coach and mentor customer service representatives.
• Proficient in Microsoft Office Suite or related software.

Education and Experience:

• Bachelor’s degree preferred.
• At least five years of customer service experience required.
• A minimum of three years of previous experience in a supervisory role.

Job Type: Permanent
Pay: $55,000.00-$65,000.00 per year
Benefits:

• On-site parking

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Edmonton, AB: reliably commute or plan to relocate before starting work (required)

Application question(s):

• To be legally entitled to work in Canada, you must have a Social insurance number (SIN). If your SIN begins with a "9" you must also have a valid work or study permit that allows you to work for the type position in which you are applying. Under this definition are you legally entitled to work in Canada?
• Are you enrolled in school/college/university? or do you have plans to return to school/college/university?
• Can you please tell us why you would be a good fit for this role?

Experience:

• Customer service: 5 years (required)
• Supervisor/management: 3 years (required)

Work Location: In person