Customer Service Leader

St Catharines East, ONTARIO | about 1 month

Job Summary

St Catharines East
Kelly Services

Job Description

Job Title: Customer Service Advisor- Team Lead

Salary Range: $45,000- $50,000 per year; RRSP Matching; Health Benefits

Position Type: Permanent, Full-time

Hours: Monday- Friday 8:15am- 5:00pm

Work Location: Niagara Falls, Ontario


  • Assign priorities and delegate responsibilities as needed to ensure tasks are completed within the assigned deadlines
  • Lead and develop a team of 2-3 direct reports through mentorship, communication, development plans, monthly one on one sessions and completion of performance reviews
  • Deliver quality assurance audit results to team members and work with team members to continuously improve performance
  • Empower customer support representatives by involving them in solution development and recommendations for processes e.g. exceptions they could make to help resolve customer issues quickly
  • Oversee training plans of new team members coming onboard; complete training as required
  • Oversee daily/weekly roster planning to ensure adequate coverage is assigned for phone, email and chat lines
  • Collaborate with other departments to resolve issues reported by customers so that customer inquiries can be responded to quickly and with appropriate resolution


  • Relevant University degree or college diploma
  • 3+ years’ experience managing customer service teams in a fast-paced environment
  • Experience and/or a keen interest and understanding of electronics
  • Proficiency using Microsoft Office (Word, Excel, PowerPoint, Outlook)
  • Sales focused/Customer focused
  • Good de-escalation skills

To Apply

Please send your resume to

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