AlarmForce, a Bell Canada Company, combines innovative technology with exceptional service to deliver advanced security and automation to residential and small business customers.

If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.

The Customer Care Supervisor facilitates, coaches, and provides leadership and resources for a team of Customer Care Representatives and is also responsible for the efficient handling of inbound customer inquiries relating to their AlarmForce invoices.     

Responsibilities

Manage client inquiries, questions, and problems that have escalated with team members 

Respond to front line, initial customer inquiries and issues to ensure first call resolution 

Take calls if short-staffed or overwhelmed with inbound calls 

Escalate customer issues that require more in-depth assistance to the appropriate internal party and do timely follow-ups 

Provide crisis support to address emergency security situations 

Monitor Customer Care team and report to Manager, Operations 

Prepare reports to monitor call service levels to ensure client expectations are met 

Ensure department reference materials are up-to-date and organized on weekly basis 

Assess the needs of the Customer Care team and make recommendations to improve efficiency 

Concisely record all issues and resolutions in SBN 

Assist in training new hires 

Have periodic call calibration sessions with Customer Care Reps 

Perform to and meet/exceed all monthly performance metrics 

Participate in regular trainings on products and services, customer service, corporate and operations policies and initiatives to remain knowledgeable on all AlarmForce products, services, to effectively support new and existing customers 

Education / Experience Requirements

Post-Secondary Diploma (in a related field i.e. business, security) or High School Diploma with equivalent work experience 

Previous experience in a security or service based industry valuable 

2 years’ experience in customer care call centre, preferred 

1 year experience in a supervisor and/or coaching role, an asset 

Previous QA experience in a call centre, beneficial 

Work experience with Microsoft Office (Word, Excel, Outlook) 

Knowledge of telephony capabilities of CMS and auto-dialers an asset 

Proficient with CRM tools 

Loyalty experience is an asset 

Competency Requirements

Excellent communication (both written and verbal) skills, English and French

Exceptional listening and responding skills 

Able to build rapport with customers quickly 

Strong analytical thinking 

Ability to work well in a fast paced environment 

Capable of working independently  

Solid team player, willing to assist when required 

Aptitude to multi-task 

Ability to be people oriented and empathetic to build valued relationships 

Detail oriented 

Bilingualism is an asset (English and French)

Additional Information:

Position Type: Management

Job Location: Canada : Ontario : Toronto 

Flexible work profile: Full-time in office (meaning that you will be required to perform your work on-site)

Application Deadline: 02/11/2022

Please apply directly online to be considered for this role.  Applications through email will not be accepted.

At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.