5,161 Service Supervisor jobs in Canada

As the Service Supervisor, you will report to the VP Client Relations. You are the liaison between the service teams and upper management and focus in 3 main areas: Team Management, Process, and Culture. In your roles as the “Service Coach” you are responsible for the daily tasks of the service team, aligning projects with business goals, constructing detailed work schedules, managing employees, achieving milestones, and communicating with upper management along the way. You also serve as the face of the company, interacting with customers and carriers, and ensuring a positive and satisfactory experience with the company. With keen attention to details and a mind for business, and vast commercial insurance knowledge you can quickly solve problems, keep pipelines, projects, or programs on schedule and within scope and budget, with flawless execution.

• Provide leadership and mentorship: through coaching and communicate expectations for employee performance
• Performance management: setting objectives and holding people accountable (L10 Meetings)
• Monitor workloads: load balancing; scheduling and managing workflows
• Ensure adherence to policies, procedures, and underwriting guidelines
• Develop people: develop critical thinking and problem-solving skills
• CMB Process: support the development and implementation of business change and process improvement
• Key Performance Indicators (KPI) Management
• Foster positive working relationships with internal and external parties
• Account Manager team support, as needed

Confidentiality

Confidentiality is essential in a managerial role. Confidential workplace information can generally be broken down into three categories: employee information and circumstances, management information, and business information. In the wrong hands, confidential information can be misused and result in lawsuits for the employer, culture and morale erosion, and a loss of employee trust, confidence, and loyalty. These outcomes always result in a loss of productivity.

Communication

Open communication is key. The Service Supervisor is the communication link between the front-line and management. The Service Supervisor disseminates information to the team and forwards information in a timely manner. The Service Supervisor works closely with team members to resolve issues and reports as required on performance, issues, and resolutions.

Department Targets

• Weekly L10 Meetings
• Renewal Process
• Marketing Process
• Accounts receivable under 10 days
• 90% Retention of the corporate Book of Business
• Organic growth of the corporate Book of Business by 5% annually

Office Support

• Track and report monthly on metrics that show team progress in key areas of business including: Renewal Process, Accounts Receivable, Training progress
• In co-operation with management, prepare and conduct staff reviews
• Discuss with and prepare career plans for staff within the unit, to meet team and individual goals
• Attend and participate in staff meetings and company functions
• Take all steps to avoid, and report to the VP, Operations, any potential Errors & Omissions or bad debt situations
• Abide by and adhere to the policies and procedures as outlined in the Policies and Procedures manual
• Other related duties as required

Career Development

• Attend necessary courses and industry events to maintain licenses
• Take management training courses, as required

Knowledge and Skills

• Excellent communication skills with the ability to present information in a convincing manner
• Excellent decision-making skills
• Strong ability to multi-task and monitor progress to meet deadlines
• Experience with The Agency Manager, Policy Works, Microsoft Office Suite or comparable computer systems
• Experience with the Renewal Process, Accounts Receivable Process
• Experience in career planning and team development desirable

Education Requirements

• Licensed Level 2 Insurance Agent desirable
• Completion of CIP or CAIB designation or equivalent desirable

This job operates in a professional office environment. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

As the Service Supervisor, you will report to the VP Client Relations. You are the liaison between the service teams and upper management and focus in 3 main areas: Team Management, Process, and Culture. In your roles as the “Service Coach” you are responsible for the daily tasks of the service team, aligning projects with business goals, constructing detailed work schedules, managing employees, achieving milestones, and communicating with upper management along the way. You also serve as the face of the company, interacting with customers and carriers, and ensuring a positive and satisfactory experience with the company. With keen attention to details and a mind for business, and vast commercial insurance knowledge you can quickly solve problems, keep pipelines, projects, or programs on schedule and within scope and budget, with flawless execution.

• Provide leadership and mentorship: through coaching and communicate expectations for employee performance
• Performance management: setting objectives and holding people accountable (L10 Meetings)
• Monitor workloads: load balancing; scheduling and managing workflows
• Ensure adherence to policies, procedures, and underwriting guidelines
• Develop people: develop critical thinking and problem-solving skills
• CMB Process: support the development and implementation of business change and process improvement
• Key Performance Indicators (KPI) Management
• Foster positive working relationships with internal and external parties
• Account Manager team support, as needed

Confidentiality

Confidentiality is essential in a managerial role. Confidential workplace information can generally be broken down into three categories: employee information and circumstances, management information, and business information. In the wrong hands, confidential information can be misused and result in lawsuits for the employer, culture and morale erosion, and a loss of employee trust, confidence, and loyalty. These outcomes always result in a loss of productivity.

Communication

Open communication is key. The Service Supervisor is the communication link between the front-line and management. The Service Supervisor disseminates information to the team and forwards information in a timely manner. The Service Supervisor works closely with team members to resolve issues and reports as required on performance, issues, and resolutions.

Department Targets

• Weekly L10 Meetings
• Renewal Process
• Marketing Process
• Accounts receivable under 10 days
• 90% Retention of the corporate Book of Business
• Organic growth of the corporate Book of Business by 5% annually

Office Support

• Track and report monthly on metrics that show team progress in key areas of business including: Renewal Process, Accounts Receivable, Training progress
• In co-operation with management, prepare and conduct staff reviews
• Discuss with and prepare career plans for staff within the unit, to meet team and individual goals
• Attend and participate in staff meetings and company functions
• Take all steps to avoid, and report to the VP, Operations, any potential Errors & Omissions or bad debt situations
• Abide by and adhere to the policies and procedures as outlined in the Policies and Procedures manual
• Other related duties as required

Career Development

• Attend necessary courses and industry events to maintain licenses
• Take management training courses, as required

Knowledge and Skills

• Excellent communication skills with the ability to present information in a convincing manner
• Excellent decision-making skills
• Strong ability to multi-task and monitor progress to meet deadlines
• Experience with The Agency Manager, Policy Works, Microsoft Office Suite or comparable computer systems
• Experience with the Renewal Process, Accounts Receivable Process
• Experience in career planning and team development desirable

Education Requirements

• Licensed Level 2 Insurance Agent desirable
• Completion of CIP or CAIB designation or equivalent desirable

This job operates in a professional office environment. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Job Description

WHO WE ARE
Spence is proudly a Canadian-founded Company. Starting out in 1978 in Vancouver, BC we have a 46+ year history playing a small role in many Canadians happily ever after.

We're proud to create unforgettable experiences for our customers by taking them through the Spence Experience.

Our people are the center stone of our business, who bring our vision to life for every customer, every day.

We’re committed to fostering a culture where our people are empowered to be as successful as possible, and are provided with all the necessary tools, resources and support to create and live the life they love!

WHAT WE OFFER

• Attractive compensation packages
• Extended health benefits
• Amazing employee, friends & family discounts on our products
• A variety of Learning and Development resources
• Special gifts to celebrate employee work anniversaries, birthdays, and personal milestones
• Regular celebrations & employee incentive programs
• Team building events and activities
• Opportunity to grow within the company
• Continuous on the job training, support and mentorship

REPORTS TO: STORE DIRECTOR (SD)

As a member of the Store Leadership Team, you embody our culture and core values by demonstrating outstanding leadership and support to our front of house Sales Support team.

Reporting to the Store Director, you are the backbone of our store with vital impact on our client experience as you and your team are the first and last points of contact to interact with our customers.

As our Sales Support Supervisor, you are responsible for keeping the standards of excellence HIGH when it comes to providing an exceptional client experience whether its over the phone or in person.

You have an eye for attention to detail and ensure exceptional process handling which includes data management/entry, financial handling and store operational compliance.

A day in the life typically involves anything from handling sales transactions, answering client calls and emails, managing inventory counts, shipping and receiving products, training and developing your team of Sales Support Associates, supporting the Store Director with store repair and maintenance, upkeeping our showroom presentation standards, and stepping in to support our Sales Consultants by assisting clients on the floor until the sales team becomes available.

RESPONSIBILITIES

Client and In Store Experience

• Greet every customer in a positive and professional manner, ensuring an exceptional client experience every time whether over the phone, email or in person.
• Promptly and professionally answer/respond to all company or client correspondence.
• Inspect and process incoming product repairs.
• Follow up with customers via phone or email regarding their repair orders.
• Conduct product quality checks and provide fulfilled/completed orders to customers at pickup, ensure that customers feel taken care of and supported throughout the process.
• Cash handling and end of day processing

• Ensuring upkeep of showroom appearance, merchandising and store tidiness.
• Shipping and receiving of inventory and orders. Following all company guidelines regarding inventory control.
• Maintaining supply inventories and conducting physical inventory cycle counts and alerting management of any discrepancies.
• Address and resolve customer satisfaction issues (CSP’s) and implement appropriate solutions quickly and professionally in line with company guidelines to maintain an excellent customer experience.
• Offer support to our sales teams during busy periods by taking customers through the Spence showroom experience.
• Establish strong customer connections and deliver exceptional service in a face-to-face environment.
• Confidently and professionally present products and services, highlighting value, features and benefits.
• Manage Health and Safety compliance as the Stores H&S Representative.

Leadership

• Recruitment, training, performance management, conflict resolution, coaching and development of sales support team.
• Directly oversee and enforce new staff adherence to the designated training process and agenda in partnership with Operations team.
• Supervise and support the productivity, accuracy, and efficiency of the sales support team, working with the store leadership team to provide sales training to sales support associates.
• Training and development of Sales Support team, ensuring all staff have thorough knowledge and are in compliance with Spence policies and procedures.
• Follow company process on performance managing part-time associates and work with the Store Director to provide coaching and creating necessary action plans.
• Conduct individual coaching sessions and spontaneous feedback discussions.
• Creating and managing monthly schedules for the Sales Support Associates and ensuring scheduled hours do not exceed allotted hours.
• Support the SD in ensuring store standards and business operations are running smoothly.
• Support SD in impacting store/team morale, culture and engagement by supporting with upholding initiatives/approaches implemented to foster a positive work environment.
• Support SD with ensuring all company controls and procedures are maintained in regard to safety and loss prevention.

This is a full-time position, requiring 40 hours of work per week. As this is a leadership role, we are seeking someone with a flexible schedule, including availability for working evenings and weekends.

A few things we hope you have.

• 1-2+ years of previous supervisory experience, ideally managing a team of 3-5 people
• 5+ years of Customer Service/Client facing experience
• Strong communication skills both verbally and written
• Ability to think on the spot and demonstrate strong problem solving
• Strong organization skills with the ability to multi-task
• Strong attention to detail
• Excellent time management skills and the ability to prioritize work
• Proficiency in MS office
• Must be legally authorized to work in Canada

Compensation:

The starting annual salary for this position is $47k - 54k. Pay ranges are established based on work location and market standards for the applicable position. The successful candidates starting pay rate will be determined based on job-related skills, experience, and qualifications.

Purpose of the position

Reporting to the Senior VP of Customer Service, the incumbent of this position is responsible for supervising, motivating, and ensuring the quality of service provided to customers, as well as ensuring that team members comply with internal procedures. Their primary role will be to manage the customer service team.

Responsibilities

• Supervise the customer service team;

• Welcome, onboard, and train new team members;

• Set departmental objectives, provide necessary support to employees, and ensure goals are met (work environment, tools, etc.);

• Evaluate and monitor employee performance and behavior, provide feedback, and take corrective action when necessary;

• Conduct regular one-on-one follow-up meetings with team members and ensure the team remains motivated and focused on achieving results;

• Ensure compliance with company-established procedures;

• Monitor performance indicators;

• Continuously improving processes;

• Perform any other related tasks.

Job Requirements

Education Requirements

• College diploma (DEC) in Administration or any combination of relevant education and experience.

Technical skills

• 3 to 5 years of team management. Experience in the aerospace sector (an asset);

• Proficiency in Microsoft Office 365 (Word, Excel, etc.);

• Ability to share knowledge and best practices;

• Experience with the EPICOR system (an asset);

• Team management experience;

• Bilingualism (French and English)

Personal skills

• Strong influencing skills;

• Ability to share knowledge and best practices;

• Excellent analytical and project management skills;

• Excellent communication skills;

• Ability to work under pressure and meet tight deadlines;

• Results-oriented and strong problem-solving skills;

• Self-sufficient with strong time management abilities.

Purpose of the position

Reporting to the Senior VP of Customer Service, the incumbent of this position is responsible for supervising, motivating, and ensuring the quality of service provided to customers, as well as ensuring that team members comply with internal procedures. Their primary role will be to manage the customer service team.

Responsibilities

• Supervise the customer service team;

• Welcome, onboard, and train new team members;

• Set departmental objectives, provide necessary support to employees, and ensure goals are met (work environment, tools, etc.);

• Evaluate and monitor employee performance and behavior, provide feedback, and take corrective action when necessary;

• Conduct regular one-on-one follow-up meetings with team members and ensure the team remains motivated and focused on achieving results;

• Ensure compliance with company-established procedures;

• Monitor performance indicators;

• Continuously improving processes;

• Perform any other related tasks.

Job Requirements

Education Requirements

• College diploma (DEC) in Administration or any combination of relevant education and experience.

Technical skills

• 3 to 5 years of team management. Experience in the aerospace sector (an asset);

• Proficiency in Microsoft Office 365 (Word, Excel, etc.);

• Ability to share knowledge and best practices;

• Experience with the EPICOR system (an asset);

• Team management experience;

• Bilingualism (French and English)

Personal skills

• Strong influencing skills;

• Ability to share knowledge and best practices;

• Excellent analytical and project management skills;

• Excellent communication skills;

• Ability to work under pressure and meet tight deadlines;

• Results-oriented and strong problem-solving skills;

• Self-sufficient with strong time management abilities.

Purpose of the position

Reporting to the Senior VP of Customer Service, the incumbent of this position is responsible for supervising, motivating, and ensuring the quality of service provided to customers, as well as ensuring that team members comply with internal procedures. Their primary role will be to manage the customer service team.

Responsibilities

• Supervise the customer service team;

• Welcome, onboard, and train new team members;

• Set departmental objectives, provide necessary support to employees, and ensure goals are met (work environment, tools, etc.);

• Evaluate and monitor employee performance and behavior, provide feedback, and take corrective action when necessary;

• Conduct regular one-on-one follow-up meetings with team members and ensure the team remains motivated and focused on achieving results;

• Ensure compliance with company-established procedures;

• Monitor performance indicators;

• Continuously improving processes;

• Perform any other related tasks.

Job Requirements

Education Requirements

• College diploma (DEC) in Administration or any combination of relevant education and experience.

Technical skills

• 3 to 5 years of team management. Experience in the aerospace sector (an asset);

• Proficiency in Microsoft Office 365 (Word, Excel, etc.);

• Ability to share knowledge and best practices;

• Experience with the EPICOR system (an asset);

• Team management experience;

• Bilingualism (French and English)

Personal skills

• Strong influencing skills;

• Ability to share knowledge and best practices;

• Excellent analytical and project management skills;

• Excellent communication skills;

• Ability to work under pressure and meet tight deadlines;

• Results-oriented and strong problem-solving skills;

• Self-sufficient with strong time management abilities.

Purpose of the position

Reporting to the Senior VP of Customer Service, the incumbent of this position is responsible for supervising, motivating, and ensuring the quality of service provided to customers, as well as ensuring that team members comply with internal procedures. Their primary role will be to manage the customer service team.

Responsibilities

• Supervise the customer service team;

• Welcome, onboard, and train new team members;

• Set departmental objectives, provide necessary support to employees, and ensure goals are met (work environment, tools, etc.);

• Evaluate and monitor employee performance and behavior, provide feedback, and take corrective action when necessary;

• Conduct regular one-on-one follow-up meetings with team members and ensure the team remains motivated and focused on achieving results;

• Ensure compliance with company-established procedures;

• Monitor performance indicators;

• Continuously improving processes;

• Perform any other related tasks.

Job Requirements

Education Requirements

• College diploma (DEC) in Administration or any combination of relevant education and experience.

Technical skills

• 3 to 5 years of team management. Experience in the aerospace sector (an asset);

• Proficiency in Microsoft Office 365 (Word, Excel, etc.);

• Ability to share knowledge and best practices;

• Experience with the EPICOR system (an asset);

• Team management experience;

• Bilingualism (French and English)

Personal skills

• Strong influencing skills;

• Ability to share knowledge and best practices;

• Excellent analytical and project management skills;

• Excellent communication skills;

• Ability to work under pressure and meet tight deadlines;

• Results-oriented and strong problem-solving skills;

• Self-sufficient with strong time management abilities.

Purpose of the position

Reporting to the Senior VP of Customer Service, the incumbent of this position is responsible for supervising, motivating, and ensuring the quality of service provided to customers, as well as ensuring that team members comply with internal procedures. Their primary role will be to manage the customer service team.

Responsibilities

Supervise the customer service team;

Welcome, onboard, and train new team members;

Set departmental objectives, provide necessary support to employees, and ensure goals are met (work environment, tools, etc.);

Evaluate and monitor employee performance and behavior, provide feedback, and take corrective action when necessary;

Conduct regular one-on-one follow-up meetings with team members and ensure the team remains motivated and focused on achieving results;

Ensure compliance with company-established procedures;

Monitor performance indicators;

Continuously improving processes;

Perform any other related tasks.

Job Requirements

Education Requirements

College diploma (DEC) in Administration or any combination of relevant education and experience.

Technical skills

3 to 5 years of team management. Experience in the aerospace sector (an asset);

Proficiency in Microsoft Office 365 (Word, Excel, etc.);

Ability to share knowledge and best practices;

Experience with the EPICOR system (an asset);

Team management experience;

Bilingualism (French and English)

Personal skills

Strong influencing skills;

Ability to share knowledge and best practices;

Excellent analytical and project management skills;

Excellent communication skills;

Ability to work under pressure and meet tight deadlines;

Results-oriented and strong problem-solving skills;

Self-sufficient with strong time management abilities.