We are seeking an experienced Customer Service Supervisor to lead and coach our remote service representatives and call center staff. This role ensures exceptional customer experiences, accurate scheduling, and timely resolution of inquiries and escalations.
Key Responsibilities
• Supervise daily call center operations
• Monitor call quality, response times, and booking accuracy
• Handle escalated customer concerns
• Train and mentor customer service representatives
• Improve scheduling efficiency and first-call resolution rates
• Track customer satisfaction metrics (CSAT, NPS)
• Develop scripts, workflows, and service standards
Qualifications
• 3+ years in customer service leadership
• Experience with CRM and call center platforms
• Strong conflict resolution skills
• Knowledge of service scheduling processes
• Data-driven performance management skills
Key Competencies
• Leadership & coaching
• Communication excellence
• Service optimization
• Performance monitoring
• Emotional intelligence
Top Skills
What We Do
Promec Plumbing & Heating is a professional plumbing, heating, and mechanical services company based in Coquitlam, British Columbia, Canada. The business serves residential, commercial, and strata (multi-unit) clients throughout Coquitlam and the surrounding Tri-Cities area.  • Industry Experience: The company brings more than 25 years of combined experience in plumbing, heating, drainage, and HVAC systems, though an exact establishment year isn’t publicly listed on their site.  • Core Services: They provide comprehensive services including: • Plumbing: Leak repairs, repiping, fixture installations, sewer line repair.  • Heating & HVAC: Furnace and boiler servicing, water heater and tankless system installation, air conditioning and heat pump support.  • Drainage: Drain cleaning, high-definition sewer camera inspections, drain repiping.  • Approach & Values: The company emphasizes reliability, honesty, quality workmanship, and safety. Transparent communication and long-lasting solutions are central to how they operate.  • Client Focus: Promec works with homeowners, property managers, businesses, and strata councils, offering both routine repairs and full system installations or upgrades.  • Local Reputation: Locally, they’re known for professional service, punctual response times, and clear client communication.  In summary, Promec Plumbing & Heating is a seasoned mechanical service provider in British Columbia with a broad range of plumbing and heating expertise, a strong local reputation, and a focus on quality and customer satisfaction
Why Work With Us
The company emphasizes reliability, honesty, quality workmanship, and safety. Transparent communication and long-lasting solutions are central to how they operate
