OVERVIEW
Reporting to the Director of Sales, the Customer Service Manager is responsible for leading the Customer Service team to deliver a best-in-class client experience. This role ensures the efficient and profitable management of customer service operations while promoting customer satisfaction, loyalty, and retention. The Manager plays a strategic role in maintaining high service standards, optimizing internal processes, and fostering a culture of accountability, collaboration, and continuous improvement.
RESPONSIBILITIES
Leadership 50%
- Define and communicate performance expectations clearly.
- Oversee day-to-day team performance, offering coaching and recognition as needed.
- Approve time off and manage schedules for direct reports.
- Conduct annual performance reviews and support employee development.
- Lead recruitment, onboarding, and training of new team members.
- Plan and manage labor costs and staffing needs.
- Promote internal communication and collaboration within the team.
Customer Service Strategy 25%
- Establish and communicate a clear customer service mission.
- Champion customer-centric initiatives and service excellence.
- Proactively and effectively manage customer concerns and complaints.
- Maintain accurate documentation of customer interactions and complaints.
- Monitor customer satisfaction and identify opportunities for improvement.
- Keep up to date with industry trends and best practices.
- Represent the department at relevant events and engagements.
Administrative & Operational Oversight 25%
- Review and optimize internal processes and workflows.
- Analyze key performance indicators (KPIs) and generate reports to monitor service effectiveness.
- Develop and maintain customer service procedures and policies.
- Ensure adherence to departmental budgets and optimize resource use.
- Maintain organized workflows aligned with business priorities.
QUALIFICATIONS & SKILLS
- Strong strategic thinking and leadership abilities.
- Excellent analytical, problem-solving, and decision-making skills.
- Calm and professional under pressure, particularly with difficult clients.
- Highly collaborative with strong interpersonal and communication skills.
- Positive, dynamic, and customer-focused mindset.
- Bachelor’s degree in Business Administration or a related field.
- Minimum of 3 years’ experience in customer service or a leadership role.
- Fluency in French is required. Proficiency in English is also necessary, as the role involves regular communication with clients outside Quebec.
- This position is based at our Vaudreuil-Dorion office and requires on-site attendance five (5) days per week.
- Advanced skills in Microsoft Outlook, Excel, and Word.
- Familiarity with customer service software and CRM systems (e.g., SAP).
The use of the masculine in this document is intended to simplify reading and includes all individuals, regardless of gender.
