JOB DESCRIPTION
The Customer Service Team Lead is responsible for guiding a team of customer service representatives, ensuring they meet the organization's standards for customer interactions and problem resolution.
RESPONSIBILITIES

• Lead operations of head office customer service team.
• Manage team up to 10 customer service representatives
• Provide coaching and guidance to customer service representative
• Develop continuous improvement strategies for customer service team to enhance customer experience.
• Escalate complex customer inquiries to higher level Customer Service Representatives.
• Maintains records of all contacts and results. Ensures account information and recorded data is accurate.
• Develop daily workforce plans to maximize customer service and employee efficiency with other light reporting/analytics duties.
• Assists with additional duties as required.

QUALIFICATIONS

• Completion of High school diploma/GED; post-secondary education would be considered an asset
• Minimum of 2 years previous experience in a leadership role
• Strong verbal and written communication skills
• Active listening skills to determine customer needs and a best course of action
• Proven problem-solving skills, and the ability to adapt, prioritize and multitask in a fast-paced environment
• The ability to adapt, prioritize and multitask in a fast-paced environment
• Microsoft office proficiency, and the ability to learn new software quickly
• Capable of working independently, as well as part of a team
• Previous Retail, or Contact Center experience would be considered an asset

ABOUT US
Founded in 1882, J.D. Irving, Limited (JDI) has operations in Canada and the United States and are a team of 20,000 dedicated employees. At J.D. Irving, Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results. With a culture that nurtures talent and creates an inclusive workplace, you can grow your career across our various operating divisions.
We are committed to creating accessible environments for our colleagues, candidates, and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary, or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.
Worried you do not meet all the requirements? Studies have shown that many applicants apply only to job opportunities when they feel they meet 100% of the criteria. We promote an inclusive environment where everyone is appreciated, recognized, and empowered to contribute fully. If you are interested in this position but are worried you did not meet all the requirements, we would encourage you to still apply.
We appreciate your interest in our company however only those candidates selected for an interview will be contacted.
ABOUT THE TEAM
Kent is the largest retail building supply chain in Atlantic Canada. With 48 locations and an ecommerce website, our mission is to be the best source of home improvement products through superior customer service and know-how, quality products, and everyday great prices. We protect our customers and staff by hiring and training associates committed to our safety values. We employ over 3,700 people and work hard to increase our market share through strategic investment in training and technology. We focus on the development of our people and promote a culture of continuous improvement and innovation. In addition to our retail stores, we operate truss manufacturing facilities and a wholesale drywall company. We are a member of Independent Lumber Dealers Co-operative and the ARENA buying group which ensures our great product selection and pricing