Customer Service Supervisor

• Mentor, coach, and develop Customer Service Representatives.
• Support the team in delivering excellent service to clients and staff.
• Facilitate onboarding and ongoing training for new and existing staff.
• Delegate daily targets and ensure they are being met.
• Monitor calls, chats, and emails to ensure adherence to procedures and quality standards.
• Conduct regular performance reviews for all team members.
• Document and manage performance issues in collaboration with the Client Services Manager.
• Provide performance feedback and suggest improvement strategies.

• Ensure client and clinic satisfaction by resolving queries with a “one-touch” resolution mindset.
• Directly assist with complex client needs as necessary.
• Handle complaints in alignment with company values and membership terms and conditions.
• Escalate feedback and unresolved issues to the Client Services Manager.

• Maintain in-depth knowledge of products, services, procedures, and policies.
• Promote a safe and harmonious working environment.
• Motivate the CS Team to meet performance targets.
• Conduct regular one-on-one check-ins with team members.

• Develop a strong technical understanding of operating systems to ensure billing accuracy and effective issue resolution.
• Ensure team members are properly trained on system use and maintain accurate documentation.
• Liaise with the Client Services Manager and technical service providers regarding system issues.

• Identify and implement improvements in collaboration with clinics and support staff.
• Build and maintain strong relationships with support office teams, Practice Managers, and Area Managers.
• Uphold a high level of professionalism in all interactions with clients, staff, and vendors.

• Previous experience in a call centre or similar customer service environment.
• Prior experience in a team leader or supervisor role is desirable.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and a proactive, solution-oriented approach.
• Empathy and patience when handling client concerns.
• Proficiency in CRM systems and general computer applications (Zendesk is a bonus).
• Financial acumen and experience with billing or retention is an advantage.
• Ability to manage multiple tasks, set priorities, and work in a fast-paced environment.
• Strong attention to detail and comfort working with numbers.
• Pet lover is a plus!

Satellite Office