Customer Service Manager

We’re looking for an experienced and people-focused Customer Service Manager to lead our Customer Service team across all branches. This is a hands-on leadership role where you’ll balance coaching and motivating your team while also staying close to the day-to-day customer experience.

You’ll plan, lead, and continuously improve how the department operates, ensuring consistency, efficiency, and—most importantly—outstanding customer satisfaction.

What You’ll Do

• Lead and oversee the daily operations of the Customer Service department across all branches
• Create, improve, and standardize processes to drive efficiency and consistency
• Develop strategies to increase productivity, performance, and customer satisfaction
• Act as a key liaison between internal teams to ensure smooth communication and collaboration
• Respond to customer inquiries and escalated concerns in a timely, professional manner
• Proactively ensure customer expectations are met or exceeded
• Set the tone through positive leadership, professionalism, and a supportive work environment
• Build, engage, and develop a high-performing customer service team
• Support recruitment, hiring, onboarding, and training of new team members
• Coach and develop employees through ongoing training, performance reviews, and development plans
• Maintain an open-door approach and foster strong employee relationships
• Ensure compliance with health & safety standards, legislative training, and new systems or tools
• Recommend and implement policy or process improvements that benefit the department
• Support operational needs, including overtime when required
• Take on additional responsibilities as assigned

Qualifications