Position Summary

As the Supervisor, you will lead and support our dedicated Customer Service Team to deliver exceptional service to our valued clients. Your role involves mentoring and developing team members, ensuring smooth daily operations, and enhancing the overall customer experience. This position reports directly to the Client Services Manager.

Key Accountabilities / Responsibilities

Team Leadership & Operations

• Mentor, coach, and develop Customer Service Representatives.
• Support the team in delivering excellent service to clients and staff.
• Facilitate onboarding and ongoing training for new and existing staff.
• Delegate daily targets and ensure they are being met.
• Monitor calls, chats, and emails to ensure adherence to procedures and quality standards.
• Conduct regular performance reviews for all team members.
• Document and manage performance issues in collaboration with the Client Services Manager.
• Provide performance feedback and suggest improvement strategies.

Client Relations Management

• Ensure client and clinic satisfaction by resolving queries with a “one-touch” resolution mindset.
• Directly assist with complex client needs as necessary.
• Handle complaints in alignment with company values and membership terms and conditions.
• Escalate feedback and unresolved issues to the Client Services Manager.

Leadership Duties

• Maintain in-depth knowledge of products, services, procedures, and policies.
• Promote a safe and harmonious working environment.
• Motivate the CS Team to meet performance targets.
• Conduct regular one-on-one check-ins with team members.

Technical Duties

• Develop a strong technical understanding of operating systems to ensure billing accuracy and effective issue resolution.
• Ensure team members are properly trained on system use and maintain accurate documentation.
• Liaise with the Client Services Manager and technical service providers regarding system issues.

Relationship Building

• Identify and implement improvements in collaboration with clinics and support staff.
• Build and maintain strong relationships with support office teams, Practice Managers, and Area Managers.
• Uphold a high level of professionalism in all interactions with clients, staff, and vendors.

Qualifications and Experience Required

• Previous experience in a call centre or similar customer service environment.
• Prior experience in a team leader or supervisor role is desirable.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and a proactive, solution-oriented approach.
• Empathy and patience when handling client concerns.
• Proficiency in CRM systems and general computer applications (Zendesk is a bonus).
• Financial acumen and experience with billing or retention is an advantage.
• Ability to manage multiple tasks, set priorities, and work in a fast-paced environment.
• Strong attention to detail and comfort working with numbers.
• Pet lover is a plus!