Protec Dental Laboratories Ltd. is a growing full-service dental laboratory located in the Olympic Village area. We are seeking a dynamic individual to join our team in a Customer Service Specialist Department Supervisor role. The ideal candidate must have good communication and interpersonal skills, a natural curiosity and willingness to learn, and the ability to work effectively in a fast-paced environment as a team player and independently.
Inspire, lead and develop a diverse team of Customer Service Specialists (CSS) to provide superior customer service and thrive in a fast-paced dynamic environment. Coach, recognize and hold the team accountable for delivering both performance and productivity metrics. Highly motivated by challenging goals, results-driven, and helping others achieve.
The Customer Specialist Department Supervisor will report to the Customer Service, Shipping & Logistics Manager
What You Will Be Doing
Oversee a team of three CSSs, providing support, training, refreshers and coaching feedback as needed. Adheres to company policies to lead by example.
Coach the CSS team regularly following the frontline and situational coaching method.
Co-ordinate, assign and review the work of the CSS team.
Foster a collaborative, inclusive work environment which focuses on delivering high levels of team engagement.
Recognize and take every reasonable effort to diffuse a conflict situation, focusing on resolution.
Ensure prepared scripts for CSSs are being followed by monitoring and listening to call records for all employee phone extensions, and provide reports and wav files in accordance with the Customer Service, Shipping and Logistics Manager. Follow up with corrective measures when necessary.
Manage and resolve customer service escalations by conducting adequate investigation and providing customers with a resolution.
Conduct research and present ideas to the Customer Service, Shipping and Logistics Manager for customer service initiatives that will improve the department and company.
Identify inefficiencies and implement effective protocols. Resolve work-related problems, prepare and submit reports to senior managers.
Generate and submit administrative reporting to the Customer Service, Shipping and Logistics Manager on a weekly basis.
Gather customer service feedback, identify trends (positive and negative) and share with the Customer Service, Shipping and Logistics Manager with strategized recommendations.
Seek advice and input from the Customer Service, Shipping and Logistics Manager when needed.
Act as primary liaison for cross departmental customer service support.
Assist with, resolve and ensure smooth operation of the systems within the customer service department; escalate when required.
Requisition purchasing and inventory.
Answer incoming phone calls, as required.
What You Will Need
1 year of Bright Metrics and ShoreTel Directory software experience
1 year of supervisory and coaching experience
3-5 years of customer service experience
Experience using GSuite, Microsoft Office, and Magic Touch CPM
Experience in a dental laboratory considered an asset
Extended healthcare including medical and dental
A great team
Lots of great eats in the neighbourhood
Full-time Monday to Friday during business hours (8:00am-5:00pm)