Customer Service Supervisor (full-time hourly)

About Company:

For over 115 years, Leon’s Furniture Limited (LFL Group) has been helping Canadians create homes they love. Founded in 1909 in Welland, Ontario, Leon’s has grown from a single furniture store into one of Canada’s largest and most respected retailers, serving customers in communities across every province.

Today, LFL Group is a proudly Canadian organization with a portfolio of trusted retail brands and businesses, including Leon’s Furniture, The Brick, Appliance Canada, TransGlobal, Midnorthern Appliance, and The Brick Mattress Store, along with a network of distribution, transportation, and corporate operations that support millions of customers nationwide.

Our continued success is built on the dedication of our people. We are committed to creating an inclusive workplace where every associate is treated with respect, provided with equal opportunities to grow, and supported through competitive compensation, comprehensive benefits, and ongoing career development.

As one of Canada's leading retailers, we continue to invest in our people, our brands, and our future. While the retail landscape continues to evolve, LFL Group remains focused on innovation, exceptional customer experiences, and building long-term careers for talented individuals who share our passion for excellence.

Whether you're just starting your career or looking for your next opportunity, you'll find a place to grow, make an impact, and be part of a company with a proud Canadian legacy and an exciting future.

About the Role:

The Customer Service Supervisor is responsible for leading and managing a team of customer service representatives to ensure exceptional service delivery and customer satisfaction. This role involves overseeing daily operations, monitoring team performance, and implementing strategies to improve service quality and efficiency. The supervisor acts as a key liaison between customers and the company, resolving escalated issues and ensuring timely and effective solutions. Additionally, the role requires coaching and developing team members to enhance their skills and productivity. Ultimately, the Customer Service Supervisor plays a critical role in maintaining high customer retention rates and supporting the company’s reputation for outstanding service.

Minimum Qualifications:

• High school diploma or equivalent; post-secondary education is an asset.
• Minimum of 2 years experience in a customer service role, with at least 1 year in a supervisory or team lead position.
• Strong knowledge of customer service principles and practices.
• Proficiency in using customer service software, CRM systems, and Microsoft Office applications.
• Excellent communication skills in English, both verbal and written.

Preferred Qualifications:

• Post-secondary diploma or degree in Business Administration, Communications, or a related field.
• Experience working in a fast-paced call center or customer service environment.
• Bilingual abilities, particularly in English and French, are highly desirable.
• Familiarity with performance management and coaching techniques.
• Knowledge of industry-specific regulations and compliance standards.

Responsibilities:

• Supervise and support a team of customer service representatives to meet performance targets and service standards.
• Monitor daily operations to ensure efficient handling of customer inquiries, complaints, and requests.
• Provide coaching, training, and feedback to team members to foster professional growth and improve service delivery.
• Handle escalated customer issues promptly and effectively, ensuring customer satisfaction and resolution.
• Collaborate with other departments to address systemic issues and improve overall customer experience.
• Prepare and analyze performance reports to identify trends and areas for improvement.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Skills:

The required skills enable the supervisor to effectively manage and support their team, ensuring that customer interactions are handled professionally and efficiently. Strong communication skills are essential for providing clear guidance, resolving conflicts, and maintaining positive relationships with both customers and team members. Proficiency with CRM and customer service software allows the supervisor to monitor performance metrics and identify areas for improvement. Coaching and leadership skills are applied daily to motivate the team and foster a collaborative work environment. Preferred skills such as bilingualism and knowledge of compliance enhance the supervisor’s ability to serve a diverse customer base and ensure adherence to regulatory standards.