Supervisor Customer Care
About The Position
Here at RT Holdings Inc (Right Time Heating and Air Conditioning) we strive to provide the best service and products to our customers, with a dedicated, highly skilled workforce that has a solid foundation built on mutual respect. At Right Time Heating and Air Conditioning, we have always valued our employees as our most important resource, helping our team grow their skills and wealth in a fun, culture focused environment. We know that to have the best employees, we need to be the best employers! Our team is dynamic and enthusiastic, and we know you will enjoy working and growing with us! As a growing industry leader, we provide service and home comfort solutions to over 250,000 Canadian customers each year! We are a team of extraordinary home service experts providing extraordinary service. We are people who go the extra mile to ensure peak performance for our customer’s homes electrical, plumbing, and heating/cooling systems.
Requirements
- Minimum of 3-5 years of experience in customer service or call center environment
- At least 2 years of supervisory experience in a customer service setting
- Excellent leadership and team management abilities
- Strong verbal and written communication skills
- Exceptional problem-solving and decision-making capabilities
- Proficiency in customer service software and CRM systems
- Analytical skills for interpreting performance data and metrics
- Ability to multitask and prioritize in a fast-paced environment
- Conflict resolution and de-escalation techniques
- In-depth understanding of customer service principles and best practices
- Familiarity with quality assurance processes and performance metrics
- Knowledge of relevant industry standards and regulations
- Strong customer-centric & sales-centric mindset
- Ability to remain calm under pressure
- Adaptability to changing priorities and workloads
- Empathy and patience when dealing with customers and team members
- Flexibility to work various shifts, including evenings and weekends, as needed
- Proficiency in Microsoft Office Suite or equivalent software
- Criminal Background Check be completed for potential candidates. This check must be satisfactory in order for an employment offer to be extended unconditionally.
Nice To Haves
- Bachelor’s degree in business administration, Communications, or related field preferred
- HVAC knowledge would be an asset
Responsibilities
- Conduct regular one-on-one coaching sessions to enhance agent skills.
- Provide feedback and set performance improvement plans.
- Identify training needs and coordinate with the Training department.
- Monitor and analyze team performance against established KPIs.
- Implement strategies to improve agent performance.
- Conduct regular performance reviews and set goals.
- Manage daily contact centre operations to ensure efficient customer handling.
- Collaborate with Workforce Management for optimal staffing.
- Monitor real-time metrics and adjust resources as needed.
- Ensure a customer-centric approach in all agent interactions.
- Handle and resolve escalated customer issues.
- Work with other departments to ensure a seamless customer experience.
- Prepare and present performance reports to leadership.
- Analyze trends to identify opportunities for process improvements.
- Use data-driven insights to enhance team performance
Benefits
- Competitive compensation
- A comprehensive benefits package including dental, health, prescription, and disability insurance
- Company matching RSP plan
- Additional incentive earnings
- A long-term career with training and continual improvement and growth opportunities.
- Cross-functional career opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
