Customer Service Manager — Lead & Elevate Your Team

Trail Appliances Ltd.; Edmonton; On-site; CAD 55,000 - 75,000; 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 Ltd. in Edmonton is seeking a Customer Service Manager for our Edmonton South store. You will lead the daily operations of a busy customer service department, working at the counter alongside your team, serving customers and resolving concerns.

This working manager role emphasizes coaching, staffing, scheduling, and maintaining service standards, with opportunities for mentorship and growth within a values-driven culture.

Qualifications

• Minimum three years of management or supervisory experience in a busy retail, or similar customer service environment.
• An approachable, adaptable leadership style with ability to tailor coaching to individuals.
• Strong communication, organization and computer skills, including Microsoft Office; experience with ADP is an asset.
• Experience resolving difficult customer situations and making sound decisions while maintaining professionalism.
• Resilience and composure during busy periods, with the ability to manage interruptions and keep the team focused.
• Willingness to stay actively involved in daily counter work while handling administrative responsibilities.

Responsibilities

• Work alongside the team at the customer service counter each day, helping customers and keeping service moving during busy periods.
• Coach employees with patience and clear feedback; set expectations, recognize progress and address performance promptly and respectfully.
• Partner with HR on recruitment, interviews, onboarding, employee development and performance management.
• Manage schedules and staffing coverage, balancing employee needs with customer demand and consistent service standards; maintain payroll information and ADP records.
• Develop and maintain practical training materials, support satellite store locations and recommend advancement through our CSR Tier System.
• Take ownership of customer escalations, coordinate with Customer Relations and other departments, and follow through until concerns are resolved.
• Identify recurring service issues and improve workflows, working closely with Sales and Operations.
• Support custodial team operations, including staffing, scheduling, coaching and coordination with the Custodial Team Lead.

Skills

People management

Staff coaching

Scheduling

Customer service

Communication

Microsoft Office

ADP experience

Tools

ADP scheduling

Microsoft Office

Job description

Trail Appliances Ltd. in Edmonton is seeking a Customer Service Manager for our Edmonton South store. You will lead the daily operations of a busy customer service department, working at the counter alongside your team, serving customers and resolving concerns.

This working manager role emphasizes coaching, staffing, scheduling, and maintaining service standards, with opportunities for mentorship and growth within a values-driven culture.