Customer Service Supervisor

We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. Code review is required on every pull request, and nobody merges their own changes.

About the role:

SLJ Software has an opening for a Customer Service Supervisor. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. This is an in-person role at our Calgary location.

Main duties:

Look up orders, accounts and shipping status in the CRM and order system. Call customers back on open issues within the promised timeframe. Escalate complaints that need a supervisor or another department. Process returns, exchanges, refunds and address changes. Meet targets for handle time, quality score and customer satisfaction. Complete required training and quality coaching sessions. Notice repeat problems and report them to your team lead. Document every interaction in Zendesk or Salesforce Service Cloud.

Required qualifications:

7+ years of customer service, retail, hospitality or call centre experience. Reliable attendance. Schedule adherence is tracked. Comfortable using multiple screens and systems at the same time. Must pass a background check. High school diploma or GED. Typing speed of at least 35 WPM. Basic computer skills (Windows, Outlook, web browsers).

Nice to have:

Zendesk, Five9 or Genesys experience. Bilingual English and Spanish (pay differential). Experience handling escalations. Chat support experience.

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Compensation and benefits:

Extended health and dental benefits. Group RRSP with employer matching. Paid vacation. Parental leave top-up. Employee and family assistance program. Health spending account.

Offers are contingent on a background check and drug screen.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at SLJ Software Inc..