Service Ontario - Customer Support Supervisor

Some of what you will do

Staples’ strategic partnership with ServiceOntario brings the convenience of essential government services to our store locations. This collaboration streamlines and enhances our customer experience by providing a range of ServiceOntario services. Customers can access a variety of government-related transactions and documents, from driver's license renewals to health card applications, all within the familiar environment of their local Staples store. 
As a Customer Support Supervisor at Staples, you will provide exceptional customer experiences with the goal of building lasting relationships, deliver ServiceOntario services maintaining a high standard of consistency, accuracy and continuous improvement and contribute to overall store sales. In this role, you will provide leadership on tasks and training with the team, in the absence of the Customer Support Manager. 
You support on escalations and provide professional and tactful solutions to our team and customers ensuring smooth operational processes for ServiceOntario.

Specifically, you will

• Engage with ServiceOntario customers by embodying our customer first service philosophy, focusing on providing high quality service.
• Maintain a high degree of accuracy and professionalism while processing transactions and answering inquiries. Support de-escalation of customer concerns in partnership with leadership.
• Train, coach and inspire Customer Support Specialists, fostering a supportive and growth-oriented environment.
• Exemplify our selling model by interacting with all customers in the ServiceOntario area and providing them with suitable solutions. Identify opportunities to contribute to overall store performance.
• Uphold store brand standards across all areas of the store, with focus on maintaining workspace cleanliness, dress code and merchandising standards in the ServiceOntario area.
• Model and ensure all Health & Safety, Asset Protection, Privacy Compliance Policies and Procedures are adhered to.
• Keep up with store communications about staples programs and share relevant updates with the team.
• Complete required training and dedicate time to self-development through ongoing learning.

Some of what you need

• 1-2 years of prior customer service centered supervisory experience required.
• Ability to coach, train, and lead a team in a fast-paced environment.
• Proficiency in computer usage and data entry, familiarity with Microsoft Office Software.
• Ability to serve diverse customers with dignity, professionalism, and privacy compliance.
• Ability to work effectively with ongoing distractions is necessary.
• Attention to detail to ensure data and transaction accuracy.
• Bilingualism English/French is considered an asset.

Additional information

• Background check will be required.
• Based on the nature of the contracts and signing authority of this role, it is required to be a minimum of 18 years of age at the time of hire.
• This position is based in our retail store environment and includes working a variety of shifts including evenings and Saturdays.

Some of what you will get 

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more...

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