Team Lead, Customer Service

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

What We Offer:

• Work Environment – Be a part of a collaborative environment that cultivates individual growth
• Competitive Compensation – Including an annual bonus plan, and 401k company matched up to 4%
• Flexible Benefits Plan – In effect on the first day of the month following date of hire and offers three levels of coverage to select from to meet your unique, personal needs
• Paid Vacation - Plus an annual option to purchase additional vacation, too
• Wellness Support – With an annual wellness allowance, paid personal care days, and a 24/7 Employee & Family Assistance Program
• Opportunity to give back to some amazing causes in our community - You chose when and where to make an impact through an annual paid volunteer day, company volunteer opportunities, and an annual donation matching program

Your Responsibilities:

• Flexible approach in dealing with various audience from front line employees to senior leadership and a focused approach in leading our annual people development processes
• Maintain a positive, empathetic, and professional attitude towards employees and customers always
• Convey a sense of urgency and move issues to closure through effective planning and prioritizing of activities
• A focus on productivity, employee satisfaction, change and continuous improvement initiatives to achieve business priorities
• Ability to hold effective meetings and deliver strategic objectives
• Communicate issues and resolutions to appropriate stakeholders
• Take ownership for the customer experience while maintaining professionalism always
• Ability to understand data by way of metrics and support low level analytics as needed
• Support recruiting and onboarding, including training of new Customer Service Representatives as required

Your Skills:

• Excellent customer service skills
• Proven ability in Microsoft applications including, Excel, PowerPoint, Word, Outlook, Teams
• Proven ability to multi-task
• Must possess effective communication skills with ability to quickly build rapport and maintain relationships
• Able to make decisions and support team members

Your Experience:

• High school or equivalent education required; post-secondary education preferred
• Previous people leadership experience required 3-5 years contact center experience is an asset

The expected salary range for this position is $63,900 - $94,620. Placement within range will be based on relevant experience, qualifications, and skills.

Irving Oil is committed to supporting a diverse and inclusive work environment.

We thrive on the good energy that’s created when our people from different backgrounds, identities, cultures and experiences share their unique perspectives.

Diversity is key to our success and inclusion is everyone’s responsibility.

As a family-owned company deeply rooted in our communities, we work hard to make a difference in the places we serve. For more than 100 years, our commitment to doing good business has been grounded in our commitment to people – to our employees, to our customers, and to our communities. Our mission is focused on our continued evolution to meet the changing needs of our customers. We are devoted to being part of the solution, in providing the safe and reliable energy that our customers need, while taking concrete steps to evolve our business for the future.