Rove Concepts Hiring For Supervisor – Customer Care (Evenings) at Vancouver, BC Full Time

Rove Concepts is looking for a skilled Assistant Manager/Supervisor to oversee our International Sales & Customer Care Team.

NOTE- this role is for local residents only as you will be working on-site at our Vancouver office.

If you are: committed to service excellence; are consistent, caring, and dependable with a passion for helping others; are a consummate professional with a commitment to customer service; and are willing to work hard in a fast-paced environment, while constantly pushing yourself to be the best, then we want to hear from you!

Kindly note that our operations are 7 days a week, including public holidays and weekends, all candidates are considered on open availability.

What you’ll do:

• Work Hours between 2:30 pm – 11 pm (PST) – this is an onsite position
• Problem Solving — Identifies and resolves problems in a timely manner. Develops alternative solutions, uses reason at all times. Makes timely decisions while exhibiting sound judgment. Includes appropriate people in the decision-making process.
• Customer Service — Manages difficult or emotional customer situations. Responds promptly to customer needs, requests for service, and assistance.
• Communication — Speaks clearly and persuasively in positive or negative situations. Writes clearly, and has the ability to read and interpret written information.
• Team Work – Exhibits objectivity and openness to the views of others and contributes to building a positive team spirit. Upholds organizational values and treats people with respect and promotes a harassment-free environment.
• Quality Management – Assists in maintaining the highest level of customer service. Participate in ensuring Rove Concepts standards are in compliance. Looks for ways to improve and promote quality while demonstrating accuracy and thoroughness. Strives to increase productivity.
• Initiative — Meets challenges with resourcefulness, generates suggestions for improving work and takes responsibility for own actions. Asks for and offers help when needed.
• People Management – Provides regular performance feedback to all employees. Manages difficult or emotional employee situations. Develops subordinates skills and encourages growth.
• Compliance – Adheres to all policies and procedures required by Rove Concepts and maintains confidentiality.
• Financial – Processing customer refunds and credits

What you’ll need:

• Minimum 2 years in a supervisory or management role in a call centre environment and/or solid e-commerce
• Very strong leadership skills to mentor staff
• Ability to make quick decisions, multi-task and great problem-solving skills
• Ability to train, coach and provide staff with communications and feedback
• Strong communication skills
• Open-minded and excited to join a smaller company with the ambition for growth
• Adaptability, work ethic and a positive attitude
• ** Experience with Zendesk and Freshdesk a plus

What we’re offering:

• Rocketing growth – yours and ours. At Rove Concepts, there are lots of opportunities for personal and professional growth. That’s because we believe in developing, investing, and promoting from within
• Casual and open work environment
• Competitive salary and benefits package with 3 weeks’ vacation to start
• We are a dog-friendly office space!
• Regular social events with a great team culture
• Work with a high-performing team of people who are passionate about their contributions

Benefits:

• Extended health care
• Vacation & paid time off
• Vision care
• Dental care
• Casual dress
• Company events & social hours

**Please note – this is an on-site position and you must be legally permitted to work in Canada.**