Customer Service Leader

• Greet and assist customers in a professional and friendly manner.
• Ensure every customer receives timely updates and clear communication regarding their vehicle service, both in person and over the phone.
• Handle customer inquiries, complaints, and feedback with empathy and efficiency.
• Monitor and improve customer satisfaction through service excellence and follow-ups.

• Lead, coach, and motivate a team of service advisors through customer service excellence.
• Monitor team performance and provide training, feedback, and performance evaluations.
• Coordinate daily schedules and ensure adequate front-desk coverage.

• Collaborate with technicians and service managers to ensure accurate service estimates and timelines.
• Review repair orders for accuracy and completeness.
• Estimate cost and time for service and repairs needs. Ensure final invoice is accurate and vehicle is delivered on time.
• Operate computerized work order systems.
• Engage in learning activities and coaching to improve your own abilities.
• Shares potential opportunities or suggestions to help the Automotive Service Centre be more profitable and to increase sales.
• Ensure work is completed on schedule and up to quality standards.
• Oversee appointment scheduling, intake process, and customer flow through the service centre.
• Comply with company, store and department policies and health & safety program and regulations.
• Complete other tasks, as required.

• Manage front-end documentation including service records, invoices, and customer accounts.
• Support inventory and parts tracking by communicating customer needs with the parts department.
• Maintain compliance with company policies, safety regulations, and industry standards.

• High school diploma or equivalent (post-secondary education in business or automotive management is considered an asset).
• 3+ years of customer service experience in an automotive, retail, or service environment.
• 1+ years of supervisory or team leadership experience preferred.
• Strong knowledge of automotive services, repairs, and terminology is an asset.
• Excellent communication, problem-solving, and organizational skills.
• Proficient in POS systems, service software, and Microsoft Office.
• Ability to work flexible hours, including weekends if required.

• Customer-Centric Mindset
• Leadership and Team Motivation
• Time Management and Multitasking
• Conflict Resolution
• Attention to Detail
• Adaptability in Fast-Paced Environments

• Next levels: Service Manager, Store Manager and General Manager.
• Other automotive, customer service and management opportunities in a large network of more than 485 Canadian Tire Service Centres across the country.
• Career opportunities across the larger Canadian Tire family (Canadian Tire Petroleum, PartSource, Mark's, FGL Sports Ltd, Canadian Tire Corporation Limited and Canadian Tire Financial Services).

• Standing/walking for 8 hours.
• Lifting and/or carrying of merchandise items, as required, on a regular, frequent and unassisted basis. Merchandise items may vary in weight from “light” to “heavy”.
• Lifting and turning repeatedly throughout the shift.
• Lifting above the shoulder, from floor to shoulder and floor to waist.
• Going up and down a ladder while carrying merchandise.
• Walking and carrying things at the same time and pushing/pulling, as required.
• Twisting, turning, reaching and working above shoulder level.

Canadian Tire