Customer Service Group Leader

JOB DESCRIPTION

• This is a Hybrid position requiring 3 days/week in the Vancouver office.
• Manage the flow of day-to-day operations (ensuring work is assigned out daily, monitoring progress of the work, assisting team members with questions, etc.)
• Creating training plans and ensuring adherence and progress on milestones are met.
• Manage the performance of direct reports by defining accountabilities, establishing performance objectives, providing feedback and guidance, and ensuring that all policies are understood and adhered to.
• Conducts routine one-on-one meetings with direct reports.
• Prepares necessary reports to for performance, quality, and other metrics as necessary.
• Provides leadership with ideas and suggestions to improve process efficiencies.
• Acts as escalation desk for complex customer issues.
• May handle the following additional responsibilities: inbound and outbound sales calls with customers, with resulting leads and opportunities.
• Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.
• Using the Customer Relationship Management System (CRM), manages customer leads such as classifying and segmenting the customer, entering new customer information into database, etc.
• For quotes that are not booked, sends quotes to be tracked and scheduled for follow up.
• Measures and monitors customer satisfaction and conducts customer satisfaction reviews with the customer.
• Determines the scope of project for the customer, including identifying related cross-selling items, determining any special needs, etc.
• Performs other duties as directed.

QUALIFICATIONS

• Higher Secondary Education (High school diploma) or equivalent; University degree preferred plus three years of experience in a customer service and/or account development role.
• At least one year demonstrating leadership capabilities such as: Demonstrated ability to mentor/train others.
• Has acted as a "go-to" or subject matter expert within their functional area.
• Has led a project team to accomplish a stated objective.
• Strong interpersonal, communication, and writing skills.
• Ability to analyze data and implement changes to make positive impacts.
• Motivate team.

Total Rewards: We understand compensation is an important factor as you consider the next step in your career. The estimated salary for this position is $78,000. and is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors. This position is eligible for annual bonus compensation with a target payout of 10% of the base salary. This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).
The application deadline for this position is 10/25/2025
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