Customer Service Manager (Edmonton South)

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 at our Edmonton South store, you will lead the daily operations of a busy customer service department. This is a working manager role: you will spend a substantial portion of each day at the counter alongside your team, serving customers, resolving concerns and coaching in the moment.

The department is consistently busy, with frequent interruptions, competing priorities and customer situations that need attention. We are looking for someone who stays calm, adjusts quickly and helps the team do the same. You will lead with understanding while keeping clear expectations for attendance, performance and customer care.

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:

• Work alongside the team at the customer service counter each day, helping customers and keeping service moving during busy periods.
• Coach employees with patience and clear feedback. Set expectations, recognize progress and address performance concerns promptly and respectfully, following through on agreed improvements.
• Partner with HR on recruitment, interviews, onboarding, employee development and performance management.
• Manage schedules and staffing coverage, balancing employee needs with customer demand and consistent service standards. Maintain accurate payroll information and ADP records.
• Develop and maintain practical training materials, support satellite store locations and recommend employee advancement through our CSR Tier System.
• Take ownership of customer escalations, coordinate with Customer Relations and other departments, and follow through until concerns are resolved.
• Identify recurring service issues and improve workflows, working closely with Sales and Operations.
• Support custodial team operations, including staffing, scheduling, coaching and coordination with the Custodial Team Lead.

What you need to be successful:

• A minimum of three years of management or supervisory experience in a busy retail or comparable customer service environment, with direct responsibility for employee scheduling, coaching and performance management.
• An approachable, adaptable leadership style. You listen before drawing conclusions, build trust with employees across generations and adjust your coaching to different needs and levels of experience.
• Strong communication, organization and computer skills, including Microsoft Office. Experience with ADP and scheduling is an asset.
• Experience resolving difficult customer situations and making sound decisions while maintaining professionalism.
• Resilience and composure during sustained busy periods, with the ability to manage interruptions, shift priorities and keep your team focused.
• The confidence to have respectful, direct conversations about attendance, conduct and performance, and to maintain consistent expectations while considering individual circumstances.
• A willingness to stay actively involved in daily counter work while keeping management and administrative responsibilities on track.

Availability:

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

Tuesday to Saturday from 10:00am to 6:00pm. With flexibility to cover shifts including Sunday if needed.

What to expect from us:

• Application review: Once you apply, our team will review your application and let you know whether you will be moving forward.
• One-way video interview: If selected, you’ll be invited to complete a short one-way video interview at your convenience.
• In-person interview: Successful candidates will be invited to a second interview with our team.
• Final decision: We’ll make a final decision and give you a call to let you know the outcome

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.