Customer Care Supervisor

Shift: Monday – Friday 12pm-8pm

Responsibilities:

• Provides supervisory role and leadership to a breakout team of Customer Care specialists
• Responsible for tracking breakout team targets and metrics
• Responsible for reporting team metrics to Customer Care Senior Manager on a daily/weekly/monthly basis, as needed
• Responsible for overseeing/enforcing adherence to daily schedule
• Managing any changes to daily schedule, as required and reporting any scheduling changes to Senior Manager of Customer Care
• Enforces Departmental targets and metrics with team, as outlined by management
• Provides coaching, correction and encouragement to team members
• Creation of and/or execution of broader/more robust training modules, as needed
• Responsible for the on-boarding and training of new team members
• Escalates performance-based feedback to Senior Manager of Customer Care
• Customer Communication
• Answering incoming customer calls quickly and in a very friendly and genuine manner
• Demonstrates sensitivity, compassion, responsiveness, and creativity when answering calls and emails to ensure customer satisfaction
• Assist customers in correcting post-purchase issues
• Use Well.ca’s in-house software to communicate with customer in regards to their orders
• Handle confidential customer and staff information in a sensitive and responsible way
• Liaising with other Well.ca departments
• Specialized tasks as required

Problem Management:

• Ability to diffuse and resolve difficult or tense situations
• Ability to diagnose problems, identify and drive appropriate solutions
• Work closely with peers and other departments to resolve customer issues
• Contact customers on behalf of other departments as required

Performance Criteria:

• Reports directly to the Senior Manager of Customer Care
• Provides confident leadership to team members
• Ensures that Departmental metrics are attained on a daily/weekly/yearly basis
• Leads by example, in delivering Gold Level Customer Service to Well.ca patrons
• Practice extreme attention to detail as this position holds responsibilities that not only affect customers, but every department at Well.ca

Qualifications:

• High School Diploma Required
• 2-5 Years in a Senior Customer Service position or similar role
• Proven ability to diffuse and resolve difficult or tense situations
• Positive attitude and demonstrated ability to work effectively in team and independent settings
• Exceptional written and oral communication skills
• Strong technical skills
• Must be able to lift up to 50 pounds
• Adapts easily to change
• Ability to learn quickly and take initiative
• Outstanding multi-tasking and organizational skills
• Ability to solve problems in a quick and well thought out manner
• Impeccable follow through and demonstrated attention to detail
• Working knowledge of Microsoft Excel

Location:

Guelph, ON