Customer Experience Supervisor

About Avenir Energy Ltd.

Avenir Energy Ltd. is one of Canada’s largest and fastest-growing propane distribution companies. We are a fast-paced, customer-focused, field-based business with operations across the country and a commitment to excellence. With over 400 dedicated team members, we are driven to become the propane distributor of choice in North America.

At Avenir Energy, we offer a dynamic, respectful, and collaborative work environment where every team member plays a key role in our success. As a full-time member of our team, you’ll enjoy:

- Comprehensive Benefits: Full coverage for health, dental, paramedical, and life insurance, including virtual healthcare.

- Employee Assistance Program (EAP): Confidential support for you and your family to help improve health and well-being.

- Retirement Planning: RRSP and TFSA options with employer-matching contributions to help you plan for your financial future.

- Work-Life Balance: Generous vacation, floater days, and flexible time-off programs to ensure you have time to recharge.

- Incentive Programs: Annual performance-based rewards for both individual and company achievements.

Job Summary: Customer Experience Supervisor

At Avenir Energy, the Customer Experience Supervisor plays a critical role in ensuring our team delivers exceptional service while fostering a supportive, high-performance environment. As a leader in our customer service operations, you will oversee queue management, scheduling, and performance reporting to ensure optimal customer experience at all times. You’ll provide guidance and coaching to your team, ensuring they maintain a high standard of service while also promoting a positive and engaging workplace culture.

In this role, you will be responsible for overseeing the end-of-day queue process, managing employee performance through regular feedback and development, and ensuring clear communication across the team. You’ll also work closely with the Customer Experience Manager, providing weekly performance reports and identifying areas for improvement. Your leadership will be key in maintaining operational efficiency and ensuring that all customer interactions are handled with professionalism, empathy, and efficiency.

This is more than a supervisory position—it’s an opportunity to be part of a dynamic team within a rapidly growing company. You’ll have the chance to develop your leadership skills, drive team performance, and contribute to Avenir’s ongoing success.

Key Responsibilities:

- Queue Monitoring: Ensure queue levels are maintained according to performance metrics, adjusting as needed to optimize efficiency.

- Scheduling: Coordinate vacation time, days off, gift Fridays, lunches, breaks, and other time away from the queue to ensure adequate phone support at all times.

- Performance Reporting: Pull reports to monitor CXR (Customer Experience Representative) queue time to ensure proper workload distribution.

- End-of-Day Queue Management: Ensure the queue is properly closed at the end of each day to maintain operational consistency.

- Quality Assurance (QA): to maintain high standards of customer service.

- Conduct regular 1:1 meetings with team members

- Weekly Reporting: Provide a comprehensive weekly report to the CXM (Customer Experience Manager) summarizing the team’s performance and key activities.

- Service Interruptions Communication: Keep the team informed about any service interruptions that may impact customer interactions and contacts.

- Employee Coaching: Provide ongoing coaching to team members, using the coaching form process as needed to guide development and success.

- Team Communication: Ensure all relevant communications are shared promptly and effectively with the team to keep everyone aligned.

- Monthly Team Meetings: Plan and conduct monthly team meetings, ensuring phone support is available during those times.

- Engagement Campaigns: Organize and arrange fun campaigns to boost team morale and engagement.

- Mailbox Monitoring: Monitor shared mailboxes to ensure email volumes remain at an acceptable level, responding to inquiries as necessary.

- Recruitment and Onboarding: Manage the recruitment, hiring, and onboarding process for new team members to ensure a smooth transition into the team.

Qualifications:

- Excellent interpersonal skills with a strong focus on delivering an exceptional customer experience.

- Strong communication and listening abilities to effectively manage customer interactions.

- Knowledge of customer service principles, practices, and relevant computer applications (Office 365, ERP, CRM).

- Solid data entry and administrative skills with attention to detail and accuracy.

- Proven ability to multi-task, prioritize, and handle stress in a fast-paced environment.

- Flexibility to adapt to changing priorities and customer needs.

- 3+ years of experience in a call center environment, with at least 1 year in a leadership role.

- Ability to manage and motivate a team, even under stressful conditions.

- Excellent interpersonal and communication skills.

- Strong problem-solving abilities and a proactive approach to customer service.

- Demonstrated ability to maintain calm under pressure.

Avenir Energy is committed to accommodating applicants with disabilities throughout the hiring process. Please let us know if you require accommodation at any stage of the hiring process. By applying for a position with Avenir Energy, you understand that we use third party systems and recruiting agencies that may employ the use of Artificial Intelligence within their programs for finding, screening, assessing, and/or selecting candidates. You also understand that offers of employment are contingent upon the successful completion of appropriate background checks. The type of checks performed is determined by the role and Avenir Energy’s employment policies. You will be notified during the hiring process which checks you are required to complete. We thank you for your interest. Only candidates selected for an interview will be contacted.

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