Posted November 8th 2017

Position Description

The Role

As our Customer Services Supervisor, you will be the first point of contact for our customers, responsible for providing the best possible customer experience through troubleshooting and solving all kinds of inquiries!

On any given day, you will be managing the customer support request process, helping customers and end users resolve issues via inbound phone call, live chat, social media and email channels. You’ll be working with more senior team members to ensure that customer needs are met. This person is a critical member of the product and operations team. Excellent customer facing skills, a passion for technology and helping customers achieve maximum benefits customer satisfaction, and adherence to support service level agreements are expected.

Responsibilities

Job Duties:

Co-ordinate, assign and review the work of others in the company who are engaged in providing information and customer service to our clients.

Examine and verify accuracy of work of others whom you are supervising.

Identify training needs and train in those workers whom you will be required to supervise.

Establish work schedules and procedures and co-ordinate activities with other work units.

Manage and respond to incoming phone calls, live chat, social media and email channels. Proactively engage and interact with our customers using a conversational, friendly tone.

Resolve issues for our customers on customer support platforms like Intercom.

Resolve work related problems and prepare and submit progress and other reports.

Ensure that our innovative technology is utilized to its full extent by customers.

Collaborate with team mates across departments to provide a pleasing experience for our customers.

Qualify sales leads through our online chat service.

Help build the brand and drive adoption of our product/services to our potential and existing international customer base.

Over 30% of our potential customers for our product live in Quebec. As Quebec’s official language is French, these customers like to shop, and supported in their native language. As we expand our product into Quebec, you will be expected to liaison with clients and manage any customer complaints in the French language

Qualifications

Qualifications:

Must have a minimum of 3+ years of Customer Care experience (1 of which must have been in a supervisory role)

Must have a Bachelor’s Degree from an Accredited University or a College Level Diploma in the field of Customer Care

Must be Fluent in both English and French as we expend our product sales in Quebec

Excellent written and verbal communication skills

Ability to quickly and professionally engage with customers to understand their concerns and deliver a solution that surpasses all expectations.

Critical thinking skills, creative problem solving and multitasking skills

Additional Information

Salary: $22.05/hour at 40 hours/week

Benefits: There is a comprehensive health, dental and life insurance plan

Location of Employment: Captain Robert A. Bartlett Building 3rd Floor, 1 Morrissey Rd., St. John’s, NL, A1B 3X5

Business Address: 64 Pine Bud Avenue, St. John’s, NL, A1B 1M9

How to apply: Send your resumes to zachary.green@empoweredhomes.ca. Please attach a cover letter and end it with your motivation for helping customers adopt our product Mysa.

Company Description

The Company

We’re Empowered Homes! Our mission is to help the world become more environmentally friendly and sustainable through energy efficiency and conservation, led by innovative technology that enriches our lives. The first product on our road map is Mysa; the first smart thermostat for high voltage electric baseboard heating. At Empowered Homes, we care about designing products that delight our customers. We care about building a culture that brings out the best in people. And about each other.