About the Role
We’re looking for an experienced and people-focused Customer Service Manager to lead our Customer Service team across all branches. This is a hands-on leadership role where you’ll balance coaching and motivating your team while also staying close to the day-to-day customer experience.
You’ll plan, lead, and continuously improve how the department operates, ensuring consistency, efficiency, and—most importantly—outstanding customer satisfaction.
What You’ll Do
- Lead and oversee the daily operations of the Customer Service department across all branches
- Create, improve, and standardize processes to drive efficiency and consistency
- Develop strategies to increase productivity, performance, and customer satisfaction
- Act as a key liaison between internal teams to ensure smooth communication and collaboration
- Respond to customer inquiries and escalated concerns in a timely, professional manner
- Proactively ensure customer expectations are met or exceeded
- Set the tone through positive leadership, professionalism, and a supportive work environment
- Build, engage, and develop a high-performing customer service team
- Support recruitment, hiring, onboarding, and training of new team members
- Coach and develop employees through ongoing training, performance reviews, and development plans
- Maintain an open-door approach and foster strong employee relationships
- Ensure compliance with health & safety standards, legislative training, and new systems or tools
- Recommend and implement policy or process improvements that benefit the department
- Support operational needs, including overtime when required
- Take on additional responsibilities as assigned
What You Bring
- Strong verbal and written communication skills
- A proactive, self-motivated approach with the ability to thrive in a fast-paced environment
- Excellent organizational and multitasking skills with strong attention to detail
- Proven leadership skills with the ability to motivate and inspire a team
- Solid problem-solving and decision-making abilities
- Working knowledge of CRM systems and customer service best practices
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- A strong understanding of general business operations
Qualifications
- College diploma or equivalent combination of education and experience
- 3–5 years of experience in a customer service or call center environment
- Previous experience supervising, training, and scheduling team members
Disclosure:
This job advertisement is for an existing vacancy and is not for general talent pooling or speculative recruitment. Compensation information has been disclosed in compliance with applicable Ontario employment legislation.
DM Elite Talent and/or its clients may use artificial intelligence–based systems to assist with the screening, assessment, or selection of candidates. All hiring decisions involve human review and oversight.