Customer Service Manager: Lead & Coach at a Busy Retail Counter

Trail Appliances; Edmonton; On-site; CAD 42,000 - 70,000; Full time

Benefits offered by this job

Health & dental benefits

Personal care days

Statutory holidays off

Employee & family assistance program

Staff incentives and rewards

Employee discounts

Job summary

Trail Appliances in Edmonton South is seeking a Customer Service Manager to lead our busy customer service desk and support team members on the floor. The role blends hands-on customer service with daily management responsibilities to maintain service speed and quality.

You will coach staff, manage scheduling and performance, work with HR on recruiting and onboarding, and coordinate with Sales and Operations to resolve escalations and continuously improve workflows.

Qualifications

• Three years of management or supervisory experience in busy retail or customer service.
• Ability to coach, set attendance and performance expectations.
• Strong communication and organizational skills; proficient with Microsoft Office and scheduling.

Responsibilities

• Lead daily operations at the customer service counter and support busy periods.
• Coach employees with patience, provide feedback and manage performance improvements.
• Partner with HR on recruitment, onboarding and development.
• Manage schedules, payroll records in ADP and coverage to meet demand.
• Develop training materials and support satellite locations.
• Handle customer escalations with other departments until resolved.
• Identify recurring issues and improve workflows with Sales and Operations.
• Ensure custodial team coordination and shift coverage.

Skills

Leadership

Communication

Customer service

Scheduling

Problem solving

Tools

ADP

Microsoft Office

Job description

Trail Appliances in Edmonton South is seeking a Customer Service Manager to lead our busy customer service desk and support team members on the floor. The role blends hands-on customer service with daily management responsibilities to maintain service speed and quality.

You will coach staff, manage scheduling and performance, work with HR on recruiting and onboarding, and coordinate with Sales and Operations to resolve escalations and continuously improve workflows.