Team Lead, Customer Service

What We Offer:

• Work Environment – Be a part of a collaborative environment that cultivates individual growth
• Competitive Compensation – Including an annual bonus plan, and 401k company matched up to 4%
• Flexible Benefits Plan – In effect on the first day of the month following date of hire and offers three levels of coverage to select from to meet your unique, personal needs
• Paid Vacation
  - Plus an annual option to purchase additional vacation, too
• Wellness Support – With an annual wellness allowance, paid personal care days, and a 24/7 Employee & Family Assistance Program
• Opportunity to give back to some amazing causes in our community
  - You chose when and where to make an impact through an annual paid volunteer day, company volunteer opportunities, and an annual donation matching program

• Flexible approach in dealing with various audience from front line employees to senior leadership and a focused approach in leading our annual people development processes
• Maintain a positive, empathetic, and professional attitude towards employees and customers always
• Convey a sense of urgency and move issues to closure through effective planning and prioritizing of activities
• A focus on productivity, employee satisfaction, change and continuous improvement initiatives to achieve business priorities
• Ability to hold effective meetings and deliver strategic objectives
• Communicate issues and resolutions to appropriate stakeholders
• Take ownership for the customer experience while maintaining professionalism always
• Ability to understand data by way of metrics and support low level analytics as needed
• Support recruiting and onboarding, including training of new Customer Service Representatives as required

• Excellent customer service skills
• Proven ability in Microsoft applications including, Excel, PowerPoint, Word, Outlook, Teams
• Proven ability to multi-task
• Must possess effective communication skills with ability to quickly build rapport and maintain relationships
• Able to make decisions and support team members

• High school or equivalent education required; post-secondary education preferred
• Previous people leadership experience required 3-5 years contact center experience is an asset

The expected salary range for this position is $63,900 - $94,620. Placement within range will be based on relevant experience, qualifications, and skills.

Irving Oil is committed to supporting a diverse and inclusive work environment.

We thrive on the good energy that’s created when our people from different backgrounds, identities, cultures and experiences share their unique perspectives.

Diversity is key to our success and inclusion is everyone’s responsibility.

As a family-owned company deeply rooted in our communities, we work hard to make a difference in the places we serve. For more than 100 years, our commitment to doing good business has been grounded in our commitment to people – to our employees, to our customers, and to our communities. Our mission is focused on our continued evolution to meet the changing needs of our customers.

We are devoted to being part of the solution, in providing the safe and reliable energy that our customers need, while taking concrete steps to evolve our business for the future.