Customer Care Supervisor

Are you a leader who is detailed, collaborative, confident, outgoing, supportive, and customer focused? We’re looking for a Supervisor who is passionate about customer care and has an ability to anticipate people’s needs who will lead our Customer Care team to deliver the best service in the industry.

 

What’s the job?

As our Customer Care Supervisor your responsibility will be to be a true leader in customer service, drive & motivate your team to achieve targets, analyze data to ensure data integrity at all times, and work with the Marketing team to achieve or exceed our goals. You will drive results by being the leader on the phones with our customers providing top quality customer care while efficiently managing calendars and having flawless data entry. You will provide training, coaching, guidance and support to our customer care team in order to drive results daily in our four main areas of focus: Internet Leads, Inbound Calls, Call Backs, and Pipeline.

 

Customer inquiries look like…

Our Customer care team, which is our inbound call center, is within our Marketing department. This team handles all inbound inquiries from our customers and are responsible for calling customers who have requested to get a quote on upgrading windows in their home and then setting up in home consultations for our sales team utilizing a customized CRM system.

 

Core Accountabilities highlights include:

  • Create a daily plan of attack giving directions to your team to ensure all internet leads, inbound calls, and follow ups are completed at up to date
  • Ensure all internet leads, call backs, and inbound inquiries are called and entered into CRM in the appropriate time frame
  • Use creativity to get your team engaged and achieving results like having prizes, games, and contests
  • Practice on the spot coaching on best practices for customer care, overcoming objections, and having a sales mindset
  • Staff Relations including daily team meetings, weekly one on ones, coaching and development, hiring, onboarding, dismissals, and reviews
  • Become the resident expert in our customized CRM system
  • Ensure Centra’s CRM database is correctly updated daily by all users

Qualities you must have to be successful in this role:

  • You are a visionary that uses creativity, collaboration, problem solving and decisive decision making in order to lead yourself and your team to new heights
  • You are a teacher that is eager to invest your time in training your team members throughout their career at Centra
  • Absolute determination to drive results through your team, achieving or exceeding targets
  • You easily connect with people and building relationships is second nature
  • Strong communication and follow up skills – always being there for your team and continuingly checking in on them
  • Technology is a tool you embrace in order to support the customer care process and your team
  • Ability and willingness to travel for in-person meetings with sales personnel, customers, and partners to develop key relationships

Qualifications:

  • 3+ years Supervisory or Management experience in a customer focused retail setting
  • CRM or Salesforce knowledge
  • Strong analytical skills

Location & Hours:

  • This is an in person position at our headquarters in Langley, B.C – there is no opportunity for work from home or hybrid
  • Monday – Friday 8:30am – 5:00pm –your hours may change on occasion based on customer need/covering shifts

Who are we?

OWN IT! It’s on the back of all of our shirts. This is because Centra is 100% employee owned. We specialize in manufacturing our own high performance vinyl windows (yup, proudly Canadian!), installing them ourselves (no outsourcing here!), and are experts in building envelope restorations. With 39 years in the game, we've got it down pat. We’ve won national awards for our culture including Best Managed Companies and Canadas Most Admired Corporate Culture. Work for a company where you're not just an employee but an owner, and watch your equity grow beyond your paycheck with our employee-ownership program. OWN your career. OWN your growth. OWN your future. OWN IT with Centra!

 

Grow your career with us, an Award Winning Company!

We won the National Award for “Best Managed Companies” in 2022! This award is Canada’s leading business awards program, recognizing excellence in private Canadian-owned companies. Only the best are awarded with this prestigious designation.

We also won the National WaterStone Award for “Canada’s Most Admired Corporate Culture”. This award recognizes best-in-class Canadian organizations for fostering higher performance corporate cultures that help sustain a competitive advantage. We won because of our dedication, work ethic, and commitment to our culture.

 

Check us out:

Don’t forget to visit us on our website at centra.ca, Facebook under Centra Windows, and Instagram @Centrawindows to find out about more about who we are. We want to know what you think and if we’re the right fit for you.

Application

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