Who we are:

At Trail Appliances, we are committed to providing our customers with unparalleled customer service, competitive pricing, and expert advice. We pride ourselves on our strong family values and collaborative work culture that values respect, integrity, diversity, passion, and laughter. These values have helped us build a reputation as an industry leader.

The position:

As the Customer Service Manager, you will oversee the daily operations of our Customer Service Department, ensuring every interaction reflects our commitment to delivering an outstanding customer experience. With your leadership, you will guide and mentor a diverse team to perform at their best while upholding the values and reputation that make Trail Appliances a trusted industry leader.

What we offer:

We offer excellent training, competitive benefits, and the support you need to succeed, including mentorship and ongoing growth opportunities. If you're passionate about customer service and looking for more than just a job, apply today to become part of our talented and high-performing team! We provide:

• Health & dental benefits
• Personal care days
• Statutory holidays off
• Employee & family assistance program
• Staff incentives and rewards
• Employee discounts

What you’ll be doing:

• With a consistent sense of urgency, mentor, and lead a team to resolve customer complaints or disputes.
• Coach team to achieve exceptional customer service standards in partnership with the operations team.
• Liaise with HR team to ensure staffing needs are met (preliminary screens, conduct interviews, onboarding, coaching, and development).
• Maintain optimal employee scheduling to meet customer demands and compliance requirements; resolve and recommend improvements in daily operations to achieve operational excellence.
• Develop, deliver, and maintain training plan for head office and satellite store locations.

What you need to be successful:

• 5-10 years of management experience in a comparable retail environment supporting a team of at least 30 representatives
• Proven leadership skills with the ability to inspire, train, and create an incredibly collaborative working environment
• Intermediate computer skills (Microsoft Suite)
• Proven track record of achieving customer service excellence
• Ability to work a flexible schedule as business requires
• Strong business acumen. Business related education would be considered an asset

Availability:

This is a full-time position and will require you to be available:

Monday to Sunday from 10:00am to 6:00pm

We value diverse perspectives and are committed to creating an inclusive workplace. If your skills and experiences align with this role, we encourage you to apply and join us in delivering exceptional service.