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Customer Service Manager

Law Depot
Edmonton, Alberta, Canada
December 16, 2016

Position Overview

LawDepot is currently looking to recruit a Customer Service Manager in Edmonton, Alberta. You will be responsible for leading our team of Customer Service Representatives and providing excellent support to our valued customers. This is a full time, permanent position, working 40 hours per week. Legal knowledge is not required.

Primary Responsibilities

Lead a team of Customer Service Representatives to provide high quality customer support

Plan, develop and implement procedures to improve employee efficiency and ensure smooth operations

Maintain a positive team environment through effective communication, leadership, training and coaching of team members

Increase service levels and ensure that staff are providing first contact resolution in their communication with customers

Directly perform customer support activities such as handling escalations and troubleshooting higher skill issues

Monitor and manage administrative procedures related to refunds, chargebacks and payment processors

Act as the "Voice of the Customer" while interacting with other internal departments to ensure customer service needs are being addressed

Conduct reputation management by responding to online customer postings (ex. Sitejabber, TrustPilot, BBB)

Write FAQ material and standardized response templates

Maintain call routing tables and recordings for the phone system

Knowledge and Skill Requirements

Post-Secondary education in a relevant field. A combination of education and experience will also be considered.

Previous Customer Service management experience (e-Commerce experience is highly desirable)

Formal training related to operational practices in the contact centre industry would be considered an asset

Proven ability in developing strategies to achieve operational efficiency goals while satisfying customer expectations

General computer knowledge and proficiency with various software applications (ex. MS Office, Call Reporting Software, Self Service Knowledge Bases)

Ability to work statutory holidays as required and cover for agent vacation / unexpected time off