Client Service Supervisor

PhoneBox; Vancouver; On-site; CAD 44,000 - 63,000; Full time

Job summary

PhoneBox is seeking an experienced Customer Experience Supervisor to supervise and coordinate the daily activities of our customer service team in Vancouver. The role focuses on maintaining high service standards, supporting and training staff, and improving operational efficiency.

The ideal candidate has strong communication, organizational, leadership, and problem-solving skills and thrives in a fast-paced customer service environment. On-site position at 658 Seymour Street, Vancouver.

Qualifications

• Requires College diploma or equivalent in business administration, customer service, or related field.
• 2–3 years of relevant customer service experience; supervision experience is an asset.
• Experience in telecommunications or contact centre operations is a plus.

Responsibilities

• Supervise and coordinate the daily activities of customer service representatives.
• Coordinate customer service activities with other departments and work units.
• Establish work schedules, procedures, priorities, and service coverage requirements.
• Coordinate, assign, and review the work of customer service staff.
• Monitor customer interactions and ensure quality and compliance with procedures.
• Prepare and submit performance and customer service reports.
• Provide guidance and coaching to staff when handling complex inquiries.

Skills

Customer service supervision

Leadership

Training

Communication

Problem-solving

Coaching

Recruitment

Education

College diploma

Tools

Microsoft Office

Job description

Volunteer Experience · Work Experience · Work & Career

NOC: 62023 – Client Service Supervisor
Employment Type: Permanent, Full-time
Wage: $39.00 per hour
Hours: 30 to 40 hours per week
Work Location: 658 Seymour Street, Vancouver, V6B3K4 BC
Work Setting: On-site

Overview

We are seeking an experienced Customer Experience Supervisor to supervise and coordinate the daily activities of our customer service team. The successful candidate will be responsible for maintaining high service standards, supporting and training customer service staff, monitoring team performance, resolving escalated customer issues, and improving operational efficiency.

The position requires strong communication, organizational, leadership, and problem-solving skills and the ability to work effectively in a fast-paced customer service environment.

Languages

Education

College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years, preferably in business administration, customer service, communications, management, or a related field.

Experience

2 years to less than 3 years of relevant customer service experience.

Previous experience supervising, coordinating, or providing leadership to a customer service team is an asset.

Experience in telecommunications, contact centre operations, subscription services, or a related customer-focused industry is an asset.

Work Location

Work must be completed at the physical location. There is no option to work remotely.

Responsibilities

• Supervise and coordinate the daily activities of customer service representatives.
• Coordinate customer service activities with other departments and work units.
• Establish work schedules, procedures, priorities, and service coverage requirements.
• Coordinate, assign, and review the work of customer service staff.
• Monitor customer interactions and examine work to ensure accuracy, quality, and compliance with company procedures.
• Monitor team performance, service levels, productivity, response times, and other customer service performance indicators.
• Prepare and submit operational, performance, and customer service reports.
• Identify and resolve work-related problems and recommend measures to improve productivity, service quality, and operational efficiency.
• Provide guidance and technical support to customer service representatives when handling complex customer inquiries or service issues.
• Resolve escalated customer complaints and assist employees with difficult customer situations.
• Train staff in job duties, customer service procedures, systems, products, company policies, and service standards.
• Provide ongoing coaching and feedback to customer service representatives.
• Conduct employee performance reviews and recommend appropriate performance improvement measures.
• Participate in the recruitment, selection, onboarding, and training of customer service staff.
• Maintain effective communication between customer service employees, management, and other departments.
• Assist in developing and improving customer service procedures, internal guidelines, and workflows.
• Ensure employees follow established company policies, procedures, and customer service standards.
• Perform the same duties as customer service representatives when operationally required.

Supervision

• Customer service representatives and customer service clerks
• 11–15 employees

Computer and Technology Knowledge

Microsoft Office

Work Conditions and Physical Capabilities

• Fast-paced environment
• Work under pressure
• Tight deadlines
• Large workload
• Attention to detail
• Ability to manage multiple priorities

Personal Suitability

• Accurate
• Dependable
• Excellent oral communication
• Excellent written communication
• Efficient interpersonal skills
• Strong problem-solving skills
• Customer-focused
• Team player

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