Purdys Chocolatier Hiring for Team Lead, Customer Sales Support at Vancouver, BC Full Time

Are you ready for a taste of the one of Canada’s Top Employers? Purdys Chocolatier is delighted to have been voted by our employees as one of the Canada’s Best Employers. This esteemed award is a testament to the rich texture of our history and our more than 100 years of dedication to quality, trust, tradition, and innovation. The Purdys difference is that we truly recognize the value of our people.

We reward you with competitive compensation, recognition for your achievements, opportunities for ongoing training to grow professionally and personally, delicious perks, and much, much more. The Team Lead of Customer Sales Support will act as a leader in a call centre environment for achieving sales goals while ensuring the highest level of customer satisfaction. The candidate will maintain a ‘team centered” atmosphere and guide and develop the sales support team to achieve the highest success. Please note: This is a temporary assignment to start ASAP until mid-September, which may be reduced or extended according to business needs.

The key responsibilities will include, but are not limited to: • Lead a team of seasonal CSRs to provide exceptional customer service through chat, email, and phone communication and other service channels ensuring customer expectations are met in accordance with SLA; report on and analyze current performance of the seasonal CSR teams. • Review and validate marketing collateral materials for Group & Fundraising and Chocolate Bar Fundraising Programs. • Update training materials for Group & Fundraising and Chocolate Bar Fundraising Programs prior to the peak seasons. • Execute customer research and acquisition strategy to achieve Digital & Direct sales department targets.

• Conduct interview and support Customer Care manager with hiring and onboarding of seasonal CSRs. • Train and coach customer cross-functional and seasonal sales support staff to ensure maximum sales opportunities for Group & Fundraising and Chocolate Bar Fundraising Programs. • Mentor and develop CSRs to support the team in achieving departmental OKRs and financial targets. • Implement processes and strategies that are aligned with business OKRs; update and document process flows.
• Ensure that the team is up to date on all system and process changes as well as SOPs, canned responses; ensure all team members adhere to corporate policies and procedures. • Identify new sales opportunities and close on leads. • Implement strategies to improve CSR retention for seasonal programs. • Follow up with potential customers through phone or email in accordance with seasonal plans and targets.
• Learning computer applications applicable to the Group Purchase department. • Data Entry and report creation. • Approve CSRs’ sick, late, vacation inquiries. • Resolve or escalate customer inquiries in accordance with SLA.
• Assign call lists to CSRs. • Organize weekly huddles for CSRs. • Evaluate performance with key metrics (accuracy, call-waiting time etc.) • Assist with the internal website/platform testing. • Prepare reports for different departments or Executive team • Answer inbound calls and cold calling and providing overflow coverage as required during peak times The successful candidate must have: • Previous telemarking and customer service experience is an asset, but not necessary • Advanced level of spoken and written English • Computer skills (data entry, Internet, MS Office) • Ability to work in a noisy phone sales environment, meet deadlines and be adaptable to change • Basic research skills • Working on the weekends may be required during peak season Purdys Chocolatier recognizes the value of skills and knowledge gained outside of formal education and paid employment.

Applicants who present an equivalent combination of qualifications and experience will be considered and are encouraged to apply. We thank all applicants for their interest in Purdys Chocolatier, but due to the volume of applications received, we are only able to contact those applicants who have been selected for an interview. No phone calls please. Purdys Chocolatier is committed to offering reasonable accommodations to job applicants with disabilities.

If you need assistance or an accommodation due to a disability, please contact us via email at resumes@purdys.com