Customer Service Team Lead — People Growth & Impact

Irving Oil Ltd.; Concord (NH); On-site; USD 64,000 - 95,000; Full time

Benefits offered by this job

Annual bonus

401k match

Flexible benefits

Paid vacation

Wellness allowance

Volunteer day

Donation matching

Job summary

Irving Oil Ltd. in Concord, NH is seeking a responsive Customer Service Supervisor to lead our people development processes and deliver exceptional service.

You will collaborate with frontline staff and leadership, maintain a positive attitude, and drive productivity and continuous improvement. Strong communication and data skills, plus experience in a contact center, are essential. Competitive benefits and a performance-based bonus accompany the role.

Qualifications

• High school or equivalent education required; post-secondary education preferred.
• 3-5 years contact center leadership experience preferred.
• Strong customer service and communication skills.

Responsibilities

• Flexible approach across audiences from frontline to senior leadership.
• Maintain a positive, empathetic, professional attitude.
• Convey urgency and move issues to closure through planning.
• Focus on productivity, employee satisfaction, change and improvement initiatives.
• Hold effective meetings and deliver strategic objectives.
• Communicate issues and resolutions to stakeholders.
• Own the customer experience while remaining professional.
• Understand data via metrics and support analytics as needed.
• Support recruiting and onboarding, including training new CSRs.

Skills

Customer service

Microsoft Office

Communication

Multitasking

Decision making

Education

High school diploma or equivalent

Post-secondary education preferred

Tools

Excel

PowerPoint

Word

Outlook

Teams

Job description

Irving Oil Ltd. in Concord, NH is seeking a responsive Customer Service Supervisor to lead our people development processes and deliver exceptional service.

You will collaborate with frontline staff and leadership, maintain a positive attitude, and drive productivity and continuous improvement. Strong communication and data skills, plus experience in a contact center, are essential. Competitive benefits and a performance-based bonus accompany the role.