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Customer Service Supervisor

About Planta Greenhouses

Planta backyard greenhouse kits are compact and practical solutions to 3-season of gardening flowers, fruits, or vegetables in the comfort of your own backyard garden.

The Planta collection of greenhouse kits is the perfect solution to gardening flowers, fruits, or vegetables all season long. Its outstanding design makes it the most durable and versatile greenhouse solution on the market.

The following opportunity is available: Customer Service Supervisor

The ideal candidate will have years of a supervisory or team lead role in the industry. You would be required to provide expert guidance to customers and the customer service team.

• Supervise and lead a team of customer service representatives or information service staff.
• Provide direction, guidance, and training to team members to ensure they deliver high-quality service to customers or users.
• Respond to escalated customer inquiries, complaints, or requests for information.
• Assist team members in resolving complex or challenging customer issues, ensuring timely and satisfactory resolutions.
• Monitor and assess the quality of customer interactions or information services to ensure adherence to company standards and policies.
• Implement and maintain service improvement initiatives based on feedback and performance evaluations.
• Set performance goals and objectives for team members.
• Conduct regular performance reviews, provide constructive feedback, and offer coaching or training to improve team performance.
• Allocate and manage resources, such as staffing levels, to meet customer or information service demands.
• Create work schedules and ensure appropriate coverage during peak service hours.
• Identify training needs within the team and arrange training sessions or workshops to enhance skills and knowledge.
• Keep team members updated on new products, services, or information resources.
• Maintain accurate records of customer interactions, inquiries, and complaints.
• Generate reports and analyze data to identify trends, service gaps, and areas for improvement.
• Ensure that team members adhere to company policies, procedures, and regulatory requirements.
• Stay informed about industry regulations and compliance standards relevant to customer or information services.
• Facilitate effective communication between team members, other departments, and management.
• Collaborate with other supervisors or managers to streamline processes and improve overall service delivery.
• Collect and analyze customer or user feedback to identify areas for improvement.
• Implement changes based on feedback to enhance the customer or user experience.
• Develop and implement protocols for handling emergency situations or service disruptions.
• Ensure that team members are trained to respond effectively in critical situations.
• Participate in budget planning and management, including monitoring and controlling expenses related to customer or information services.
• Familiarize the team with relevant software, tools, and systems used for customer service or information management.
• Ensure that equipment and technology resources are maintained and updated as needed.

We are looking for the following qualifications:

• High-school diploma – Completion of college would be a great asset!
• At least 2 years of experience as in a supervisory or team lead role in the industry or in a related field;
• Strong understanding of greenhouse kits, gardening, horticulture, and related products, preferred;
• Good English communication skills, both verbal and written;
• Experience in dealing with customer inquiries, product questions, and resolving issues

Compensation:

• This is a full-time, permanent position with at least 35 hours of work per week;
• Annual rate of $60,000, overtime rate applies after 44 hours of work per week;
• Medical, Dental, and Disability benefits;
• Work Location: 140 Upper Post Road, Maple, ON L6A 4J9

Please visit our website at https://plantagreenhouses.com/ to know more about our products, services, and other opportunities!