Our values are at the core of everything we do!

• Innovative. Think ahead to stay ahead.
• Driver. Stay hungry and act with urgency.
• Ownership. No excuses. 100% accountability.
• Caring. For employees, partners and community.
• Individual. We work with great people and expect a lot from them.

We are one of Western Canada’s largest window and door manufacturers servicing consumers, contractors and retailers. Established in 1988 and headquartered in Edmonton, Alberta, it’s not just Durabuilt’s innovative manufacturing and design that places us on the list of Canada’s Best Managed Companies - it’s also our people.

Job Summary The Team Lead - Customer Service is responsible for overseeing a team of customer service representatives to ensure high-quality service delivery, efficient operations, and customer satisfaction. This role involves coaching, performance monitoring, and acting as a liaison between the team and management.

Key Responsibilities

• Lead and motivate a team of customer service representatives to meet performance goals.
• Supervise daily operations of the customer service team.
• Monitor team performance and provide regular feedback and coaching.
• Handle escalated customer inquiries and complaints professionally.
• Ensure adherence to company policies, procedures, and service standards.
• Assist in training new team members and developing ongoing training programs.
• Analyze customer service metrics and prepare reports for management.
• Collaborate with other departments to resolve customer issues and improve processes.
• Foster a positive and productive team environment.
• Report any rising issues to the Director - Service.

Leadership

• Perform annual reviews and develop growth plans for all direct reports to ensure a high- performance culture.
• Oversee and participate in the staff planning, recruitment, selection, onboarding and training.
• Empower employees to identify innovative approaches to enhance department performance.
• Develop and standardize procedures and methods to improve the efficiency and of operations services and projects.
• Manage organizational / operational changes and their impacts within the team. Identify opportunities for improvement.
• Ensure all direct reports know what is expected of them, and work with each one to ensure expectations are met.
• Actively coach your employees to assist in their growth to maximize their opportunities for advancement.
• Lead and foster a health and safety culture in all activities and mentor staff on these areas.
• Handle schedule changes, employee call-ins, and other staffing issues.
• Plan and execute internal processes according to company’s and department guidelines.

Competencies - You Are Good At

• Ability to multi-task, manage multiple tasks, meet multiple deadlines and exceptional follow up skills.
• Comfortable with high volume workload with the ability to “roll up your sleeves” and jump in.
• Keen attention to detail.
• Excellent analytical and critical thinking skills.
• Identify problems and execute creative solutions.
• High comfort level working in a fast-paced team environment that is constantly changing.

You Experience Is

• 3+ years of customer service experience, with at least 2 year in a leadership or supervisory role.
• Experience in Manufacturing or Construction Industry is an asset.
• Strong communication, leadership, and problem-solving skills.
• Proficiency in customer service software and Microsoft Office tools.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience working with diverse cultures and a varied workforce.
• Intermediate proficiency in computer skills in Outlook, MS Office (Word, Excel), CRM.

Reporting Relations Reports to : Director - Service

Send Us Your Resume We embrace diversity and offer equal opportunities to all qualified applicants regardless of origin, culture, ethnicity, age, ability, gender identity, sexual orientation, or faith. Thank you to all those apply and those who are short-listed will be contacted.