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Supervisor, Customer Service At Blackhawk Network

Location: Toronto, Ontario

Job Description

About Blackhawk Network:[
At Achievers, our software delivers a powerful new way for companies to engage, align, and recognize employees enabling remarkable business success. Every day.

We hire ambitious professionals who thrive on their entrepreneurial spirit and want to Change the Way the World Works. As Achievers employees, we are passionate about disruptive technology, welcome constant change, and understand the value of employee success in the workplace. We enjoy coming to work every day because we believe in our product and L.O.V.E. our culture. Achievers is more than just a software company; we are industry leaders in the HR space.
]Overview:[
Why we’d want to work with you?
  • You have an undying passion for providing world-class customer service
  • You are an inspiring leader and believe in coaching and serving your teams
  • You’re positive thinking, solution focused and find opportunities instead of problems
  • You have superb technical chops, but you’re always striving to improve
  • You are willing to hustle, get in the weeds and will not rest until the job is done.
]Responsibilities:
  • Time will be split between management duties and contributing to member services; there is no set baseline requirement for utilization as this will adapt to our workflow
  • Coordinate daily workflow strategy, assist with phone/live chat/cases when business need arises
  • Create and improve Member Experience reporting via the CRM Salesforce database
  • Create and manage development plans for direct reports
  • Coach, lead and manage a team of Member Experience Coordinators
  • Oversee the training and on-boarding for new Member Experience Coordinators globally and manage the new concierge training program
  • Assess upcoming products and update the team accordingly, manage ME Sync for new program launches
  • CSM/Admin Escalations - Manage and implement case escalations from various stakeholders including Members, Program Administrators and Customer Success
  • Complete monthly and quarterly case reviews for direct reports, hosting monthly 1 on 1s and any subsequent follow ups
Qualifications:
  • 1-2 years leadership experience
  • Passion for supporting customers and knowing what it takes to create an amazing customer-centric team
  • The ability to troubleshoot issues with computer systems, web-based applications and mobile technology
  • Excellent written and verbal communication skills in both English & Spanish OR French
  • Previous customer service experience
  • Flexible work hours, in shifts, between the hours of 6am-12am (including regular day shifts and some weekends)
  • Recently graduated from University or College

Excited yet? Here’s more about us…

We hire ambitious professionals who thrive on their entrepreneurial spirit and want to Change the Way the World Works. As Achievers employees, we are passionate about disruptive technology, welcome constant change, and understand the value of employee success in the workplace. We enjoy coming to work every day because we believe in our product and L.O.V.E. our culture. Achievers is more than just a software company; we are industry leaders in the HR space. For more information, please visit: http://www.achievers.com/careers

Achievers is an equal opportunity employer and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability or any other characteristic protected by applicable laws. Selection decisions are solely based on job-related factors.