Who we are
As the Working and Learning Company, we at Staples Canada, are dynamic, inspiring partners to our customers and the communities in which we live. At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable, and passionate, and who enjoy finding solutions.
If that’s you, let’s work, learn, and grow together.
We are building an inclusive and diverse team
Staples Canada is creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.
Some of what you will do
As the Community Manager, University Studio, you are responsible for managing the physical space and operations of an interactive co-working space in our location in downtown Toronto. You will be responsible for creating and developing a member community that supports the growth and development of our membership base. You will drive the membership and retention and is responsible for the overall sales and operations. Cultivating interactive community events that reflect the unique needs of the membership base, each day will be fast paced, challenging, rewarding and meaningful and you will be inspired to bring your best, every day.
Specifically, you will:
As a Supervisor, Customer Support, you will be responsible for the supervision and development of a team of Customer Support Reps, providing quality support to our customers and subscribers. You will inspire the team to deliver exceptional service to our stores and customers through feedback, coaching and performance management. As a team Supervisor, you will support our high standards for customer experience by leading the daily operations of the Tech Services call center, acting as an impartial resource for service escalations and partnering with various cross functional teams to deliver a seamless customer experience.
Duties and Responsibilities
Supervise the handling of inbound and outbound contacts, delivering on the requirements for various approved Staples programs (internal and customer-facing)
Ensure the defined KPI objectives are met for your team of direct reports
Provide a positive customer experience by leveraging strong and professional communication skills, gaining a thorough understanding of the problem, systematically and efficiently diagnosing, and resolving the problem using approved processes.
Support frontline operations as required, including but not limited to, handling/creating ECP claims, initializing service tickets of all types using approved systems and processes, triaging inbound contacts across multiple service paths, conduct billing callouts, etc.
Responsible for developing and maintaining a high-performance team that delivers remarkable service to both internal and external customers.
Deliver performance appraisals and administer progressive discipline as necessary.
Conduct supervisory level administrative tasks in various technical platforms (ETS, Ring Central, Beyond Trust, etc.)
Must have and maintain an in-depth understanding of all extended service plan coverage and subscription offerings, and all processes and procedures.
Complete various administrative tasks as assigned by the Manager. This includes, but is not limited to, third-party programs, special projects, etc.
Participate in process or system improvement projects as requested
Some of What you Will Need
Knowledge / Skill Requirements:
Strong technical background and ability to navigate various systems and tools
Strong communication and customer service skills
Ability to de-escalate customer concerns by leveraging empathy, logic and superior soft skills
Ability to work independently and in a team environment
Professional and courteous demeanor
High attention to detail
Ability to make decisions with integrity that supports company guidelines and makes good business sense.
Ability to plan, organize and prioritize efficiently and effectively to handle their daily responsibilities and serve our customers.
Ability to work effectively with ongoing distractions is necessary.
Ability to manage flexible working hours
2-3 years of leadership/supervisory experience
4-5 years in a customer service environment
3-4 years in a contact centre environment preferred
Post-secondary diploma or degree an asset
Fast paced environment
Rotational shift schedule, including evenings and weekends
Staples is committed to taking every reasonable precaution to protect our associates, our customers and the communities we operate in. To support the health and safety of our associates, COVID-19 vaccination is an essential requirement of this position. As such, all offers of employment will be conditional upon either (i) proof of full COVID-19 vaccination or (ii) proof of need for accommodation under relevant human rights legislation, and Staples’s determination that the requested accommodation can be provided without undue hardship. You will be required to submit proof of full vaccination or proof of need for accommodation during our background screening process.
Job Print Solutions
Staples Canada is an equal opportunity employer committed to diversity and inclusion and we encourage applications from all qualified candidates, including those with disabilities.