Job Description

 Location:          Oakville


DKI Canada is seeking a Customer Service Manager with keen attention to detail, strong work ethic, and a desire to continuously improve.

The Customer Service Manager is responsible for the cross-country 24-7-365 emergency claims service reporting centre, ensuring the company is meeting and exceeding established performance standards. The Customer Service Manager will be responsible for managing vendor relationships and growing and developing a team of internal employees who will provide expert service to members and clients, who have claims and restoration related questions.


  •  Supervise emergency response deployment on a 24-7-365 basis including but not limited to distribution of call reports and client invoicing
  • Training and development of Internal employees
  • Conduct monthly quality reviews of new submission processing based on company and client KPIs.
  • Field and answer member inquiries and vendor support
  • Investigate and resolve service lapses
  • Participate in the preparation and delivery of client presentations for existing and perspective clients
  • Support client acquisition process by participating in establishing client service standards (claims set up, etc.)
  • Develop line scripting for new clients and changes for existing clients
  • Prepare reports for internal and external clients
  • Responsible for call coaching and reviewing customer service standards

  Employee and Vendor Production

  •  Supervise the Call Centre after hours in dealing with call routing
  • Scheduling and supervision of staff to match capacity (resources) to demand
  • Work strategically to facilitate operational integration and work-flow management for vendors
  • Overall development and management of external relationships as primary point of contact
  • Lead vendor partner optimization to ensure quality and efficiency


Employee Development

  •  Prepare and discuss performance reviews with staff members
  • Provides guidance and feedback regarding performance
  • Support technical training and other development requirements
  • Develop career-pathing plan for the team
  • Ensure new employees have received comprehensive orientation and completion of onboarding program
  • Educate and train staff on the operation of the ECS system and requirements

 Management Reporting

  •  Preparation of Call Centre Unit Planning and Performance Metrics
  • Preparation of Strategic Development Plans for the Call Centre
  • Provide Monthly Progress Reports to Manager

 Resource Management

  •  Assist in the recruitment and selection of staff
  • Set up and management of telephony for client queues and intake
  • Enhance, expand and development of product offerings and efficiencies
  • Organize and direct Triage portion of Emergency Response CAT plan

 Education, knowledge and experience required:

  •  University degree/college diploma or combination of education and equivalent business experience
  • A minimum of 2 years previous supervisory experience in call centre or claims environment required
  • Experience with Telephony queues and call routing

 Competencies required to succeed:

  •  Flexibility and availability with schedule (willingness to work evenings, weekends, and holidays – on-call role)
  • Demonstrated ability to be proactive in identifying and implementing solutions
  • Proven ability to multi-task in a fast paced and demanding environment
  • Communication Skills - the ability to communicate effectively with both internal and external associates, written and oral techniques
  • Problem Solving - the ability to look at situations and barriers to creatively provide solutions that meet the needs of all parties in the best collective manner possible
  • Initiative - being proactive in identifying and implementing service solutions
  • Teamwork - must genuinely intend to work cooperatively with others;
  • Adaptability – embraces change and demonstrates a willingness to learn
  • Ability to take simultaneous direction from multiple sources and manage conflicting priorities in an effective manner


Job Posting Details

Job Type


Market Segment

Services Provider

Company Type

Restoration Specialist

Education Required

University Degree

Minimum Experience Required

3 to 4 Years