Supervisor Customer Service

Independence Pet Group; Oakville; Remote; CAD 59,000 - 84,000; Full time

Job summary

Join a forward-thinking company as a Supervisor in Customer Service, focusing on Lost Pet Recovery. This full-time remote position allows you to lead a dedicated team, ensuring high-quality service and support for pet parents. You will play a crucial role in staff recruitment, training, and performance monitoring, while also engaging in problem-solving for customer issues. The organization values employee well-being and offers comprehensive benefits, making it an ideal place for those passionate about improving pet care and supporting families in their pet parenting journey. If you have a strong leadership background and a commitment to customer service, this opportunity is perfect for you.

Benefits

Comprehensive medical, dental, and vision insurance

Basic Life Insurance

Company paid short-term and long-term disability

12 weeks of 100% paid Parental Leave

Health Savings Account (HSA)

Flexible Spending Accounts (FSA)

Retirement savings plan

Paid holidays and company-wide Wellness Day off

Paid time off to volunteer

Employee Assistance Program (EAP)

Qualifications

• 6 years of relevant work experience in a leadership role is required.
• Experience with change management is preferred.

Responsibilities

• Supervises customer service staff and monitors operations.
• Acts as an escalation point for resolving difficult customer issues.

Skills

Leadership

Customer Service

Change Management

Problem Solving

Education

High School Diploma

Associate's Degree

Job description

Supervisor Customer Service page is loaded

Supervisor Customer Service

Apply remote type Remote locations Oakville, ON time type Full time posted on Posted 12 Days Ago job requisition id JR101060

Established in 2021,Independence Pet Holdingsis a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.

Job Summary:

PetPlace is seeking a Supervisor, Customer Service (Lost Pet Recovery) who will report to the Director, Sales & Service. The Supervisor, Customer Service (Lost Pet Recovery) oversees planning, directing, managing, and evaluating team performance to ensure customers are receiving a high level of service.

Job Location: Remote- Canada

Compensation: $59,415-83,181 CAD Annual

Main Responsibilities:

• Supervises customer service staff in their day-to-day operations.
• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
• Supports leadership in staff recruitment, interviews, and training staff on procedures and job-related functions.
• Assists with monitoring and ensuring quality control of assigned staff.
• Acts as an escalation point for resolving difficult customer issues.
• Tracks and reports performance against objectives and goals.
• Assists in producing and analyzing statistics, including identifying trends and insights.
• Performs other duties and responsibilities as assigned.

Qualifications:

• High School Diploma or equivalent
• 6 years’ relevant work experience in a leadership role
• Associate’s Degree or equivalent work experience (One-year relevant experience is equivalent to one-year college)
• Experience with change management preferred

Expected Hours of Work:

• This is a full-time position: Days and hours to be determined by needs of business. Hours to be determined between employee and director
• The Lost Pet Recovery department works 7 days a week, 365 days per year

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)

IPH welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.