Customer Service Team Lead

• Lead, mentor, and retain a high-performing tele-sales team of 3-5 direct reports, promoting a consumer-focused, customer-first mindset
• Serve as the primary point of contact and escalation for preferred client support, delivering a consistent and superior white-glove service experience
• Oversee day-to-day team operations, monitor key performance indicators (KPIs), and manage corporate account assignments to maximize productivity and sales growth
• Master and maintain in-depth knowledge of all company and Rogers offers, promotions, and systems to effectively support the team and clients
• Manage conflict resolution and client retention, handling complex customer calls and ensuring adherence to company policies and order entry procedures
• Collaborate closely with the accounting and finance team on account collections and maintenance
• Support the training of new hires and customer service personnel, and provide feedback to leadership on trends and process improvements

• Minimum of 5 years of experience in a supervisory or management capacity
• Direct and demonstrable experience within the telecommunications industry (telecom is ideal and must-have)
• Post-secondary education and strong computer literacy (Word, Excel)
• A proven track record as a very positive, highly motivated, adaptable, and self-starting individual with a strong work ethic
• The ability to be an escalation point and manage complex conflict resolution with a high level of customer satisfaction

Bilingualism is strongly preferred and is considered a very strong asset, especially to assist in the design and translation of bilingual sites and to oversee bilingual support services

• Group benefits after three months
• Two weeks of vacation
• Hybrid work model offering flexibility with 2 days from home