Customer Service Manager Job

Job Title: Customer Service Manager
Functional Area: Customer Service
Division: Institutional
Location: Canada - Ontario / Toronto / Mississauga
Country: Canada
Employment Status: Full Time

Job Description:


Within Ecolab Canada's head office in Mississauga, as the Customer Service Manager, you will manage the overall Customer Service requirements of supported Ecolab Canada Business Units across the country. You will supervise the daily activities of the customer service department, maintain orderly work flow of the team in conjunction with the Associate Supervisor, and provide effective and efficient service. You will also be available to counsel service staff to ensure good customer relations are maintained and manage the telecommunications equipment.



Main Responsibilities:


·Hire, train, develop, and manage performance of call center Associates.

·Develop and refine call center procedures leading to a high-performing, team-based environment.

·Ensure a high level of customer service through fair and effective resolution of escalated customer issues.

·Maintain high morale within the call centre to ensure associates provide customers and the field with a positive experience when contacting Ecolab.

·Manage call center operations and processes to maximize efficiency utilizing call statistics and other data, including order entry, scheduling, system enhancements, Rim Messaging and master file maintenance.

·Manage, utilize, and recommend changes to telecommunications equipment and support systems.

·Manage the overall billing functions for the Canadian Business Units.

·Responsible for a team of 1 Associate Supervisor and 17 full time/part time CSR's.



Key Qualifications:


·Related Post Secondary education or equivalent.

·5+ years supervisory experience in a call centre environment.

·Experience coaching, developing, and mentoring work teams.

·Exceptional communication (written and verbal) interpersonal and customer service skills.

·Demonstrated work procedure and process improvement skills

·Strong leadership and organizational skills

·Strong attention to detail. Able to work well under pressure in a fast-paced environment.

·Experience using various computer software and communications equipment, knowledge of order entry systems is an asset.

If you are interested in joining a stable and established organization dedicated to making the world cleaner, safer and healthier, apply on-line today!

Ecolab is dedicated to Employment Equity.
AutoReqId 16433BR

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