Customer Service Team Leader - Recruitment

Customer Service Supervisor

Founded in 1991, the Mircom Group of Companies is North America’s largest independent designer, manufacturer and distributor of intelligent building and life safety solutions. Reaching customers in over 100 countries worldwide, our portfolio includes: fire detection & alarm, communications & security, mass notification, nurse call, and building automation & smart technologies.

Mircom’s mission is to save lives and protect property by providing a line-up of innovative and advanced solutions which are scalable to satisfy diverse user demands, from small buildings to the largest complexes. Our unwavering commitment to North American manufacturing enables us to offer the highest quality and best competitive value across our vast range of products and solutions.

The Customer Service Supervisor oversees daily team operations, manages staff and schedules, monitors KPIs, and implements policies to improve service quality. The role includes handling complex customer issues, supporting and training team members, evaluating performance, and ensuring high customer satisfaction by acting as a key link between the company and its customers.

Handle escalated inquiries and complaints for customer and sales team and ensure timely and effective resolution.

Maintain a high standard of customer service.

Ensure that service standards and organizational objectives are consistently met by delivering prompt, accurate responses to customer inquiries and resolving issues effectively within established timelines.

Monitor the phone queue and triage ZenDesk tickets.

Assist with overflow if short staffed.

Develop and implement customer service policies and procedures.

Monitor and analyze customer service metrics; accountable for setting these goals, monitoring performance, and implementing changes if needed.

Track and analyze individual and collective team performances via KPI reporting (call queue, Zendesk, emails, etc).

Prepare reports on team performance and customer feedback.

Back up for Inventory Management Coordinator.

Identify and implement areas for improvement in customer service processes.

Provide direct support and train team members to enhance their customer service, communication, problem-solving skills, etc.

Provide coaching to encourage employees' professional and personal development.

Work closely with other departments to ensure seamless customer service.

Coordinate with the sales and marketing teams to address customer needs.

Participate in cross-functional projects as needed.

Assist the team when needed: available to support team members when they encounter difficulties or complex situations, intervene to resolve specific problems, offer guidance, and encourage the team in task completion.

Additional tasks or responsibilities as assigned by Management.

Bachelor’s degree in business administration or related field.

Proven 3 to 4 years of experience in a customer service role, with at least 2 years in a supervisory position.

Strong leadership, people management, and team development skills.

Proficiency in customer service software and tools.

Solid administrative and customer service expertise.

Strong time management and organizational skills, with ability to prioritize effectively.

Competitive salary

Mircom Group of Companies is an equal opportunity employer that considers all applicants regardless of cultural background, religion, marital status, sexual orientation, family status, disability or any other grounds as outlined in the Ontario Human Rights Code. In compliance with the Accessibility for Ontarians with Disabilities Act, Mircom is committed to providing a welcoming and inclusive work environment for all individuals with disabilities in a respectful and dignified manner. Accommodations will be made available, upon request, to applicants who have specialized needs throughout the recruitment process.

Disclaimer: Mircom does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other job postings. Any resume or other information received from a supplier not approved in advance by Mircom to provide resumes to this posting or website will be considered unsolicited.