Position Overview
As a support role to the Service Supervisor, this role is critical to ensuring the daily operations of the Service Department are completed in a timely and efficient manner.
The Service Team Lead is responsible for ensuring that the high-quality customer service standards at City Clean are maintained by the Service Team. The ideal candidate will have a customer-centric approach to customer service to ensure that requests are addressed and resolved in a timely and efficient manner. A sense of urgency when dealing with customers is imperative for this role.
The health and safety of the communities that we service, and our Route Service Representatives are priority. As such, the Service Team Lead will need to be diligent about maintaining safety standards and protocols as it relates to Service.
Responsibilities
- Ensure the scheduled pick-up and delivery of products to our customers are completed daily
- Responsible for pro-active customer service and customer satisfaction, as well as problem resolution via personal customer visits, and daily phone and email communications
- Act as primary backup for route coverage as required
- Responsible for fleet management, including vehicle maintenance schedules
- Build strong relationships with customers and all departmental teams
- Knowledgeable of City Clean products and services
- Assist with the training and development of a team of Route Service Representatives
- Support the Supervisor with regularly scheduled evaluations, training, and coaching of RSRs to ensure they are continuously meeting and exceeding job requirement standards
- Assist with regularly scheduled ride-a-longs with RSRs to audit customer service and driving safety
- Act as a backup for daily RSR check-in/debrief process
- Support the Service Supervisor with running monthly service meetings with the Service Team (RSRs)
- Properly enforce all City Clean policies, procedures, and protocols
- Other duties as assigned
Skills
- A results-driven, customer relations expert who isn’t afraid to roll up their sleeves and help the team and most importantly, the customer
- Understanding of basic vehicle maintenance and troubleshooting
- Sense of urgency when dealing with customer requests
- Excellent interpersonal and communication skills (written and verbal)
- Ability to lead a team of Route Service Representatives
- Strong organizational and time management skills, with an ability to prioritize tasks
- Good knowledge of City Clean service areas in Southern Ontario
- Ability to use handheld power tools, such as drills
- Understanding of the Ontario Health & Safety Act (OHSA)
Work Environment and Physical Effort
- Ability to work in all weather conditions: hot, cold, rain, snow, etc.
- Ability to retrieve products from truck safely (bending, pulling, reaching)
- Physically capable of repeatedly lifting between 10 to 80 pounds
- Ability to walk various distances as required for delivery
- Ability to sit for various periods of time while driving
- Physically capable of climbing in and out of delivery truck
Qualifications
- High School Diploma, with some post-secondary a plus
- Supervisory experience considered an asset
- Computer proficiency in Microsoft Office Suite
- Valid G licence in good standing (current and clean driver’s abstract)
- Reliable transportation
- Must be insurable on City Clean’s auto insurance policy
- Prior customer service, route sales, and/or delivery experience
Disclaimer: The above information on this job description has been designed to indicate the general nature and level of work performed by the employee within the position. It is not designed to contain or be interpreted as an entire comprehensive inventory of all duties, responsibilities and qualification required of employees assigned to this job.
Job Type: Full-time
Pay: $48,000.00-$52,000.00 per year
Additional pay:
Benefits:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off
- Vision care
Schedule:
- Day shift
- Monday to Friday
- No weekends
Education:
- Secondary School (preferred)
Experience:
- Microsoft Office: 1 year (required)
- Leadership: 1 year (required)
Licence/Certification:
- Driving Licence (required)
Work Location: In person
