Customer Service Manager

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Canada Coffee ( www.canadacoffee.ca ) has been providing exceptional service to customers in Ontario since 1987. We are looking for a Customer Service Representative. This is a full-time position. The hours are Monday-Thursday 8:00- 4:30 and Fridays 8:00 - 2:00. We try to accommodate schedule changes due to personal requirements.

We are looking for a candidate with at least 5 years of experience in customer service and/or office management.

At Canada Coffee, we foster a team - and family - oriented culture where collaboration and support are at the heart of everything we do. Our team approaches each day with positive attitudes, a hardworking and dedicated mindset, and a genuine eagerness to help colleagues. We’re growing fast and are committed to providing the highest level of service to our customers. We love to laugh, have fun, and share stories, and our dog-friendly office makes it even more enjoyable to come to work each day.

Core Responsibilities:

· Accuracy and timeliness of order processing (processing orders)

· Customer communication regarding orders (proper structuring of emails and customer communications. High level of CS)

· Team management and process improvement (learning our ways and making improvements to their workflow as needed to succeed)

· Set service standards and procedures (HIGH standards)

· Handle escalations and complex customer issues (addressing service request with lots of empathy and urgency)

· Improve customer experience and retention_ (going above and beyond for our customers) _

· Collaborate with sales, operations, and leadership (assisting with demos, installs and the necessary office collaborations)

Success is measured by: Happy customers, strong service metrics, and low churn

We offer:

• A Modern work environment
• Flexible hours (if necessary)
• Friendly co-workers
• Casual dress
• On-site parking

Job Type: Full-time

Pay: $24.00-$27.00 per hour

Education:

• Secondary School (preferred)

Experience:

• QuickBooks: 3 years (preferred)

Work Location: In person