Customer Service Supervisor

About the role

The Customer Service Supervisor leads a unionized team of Customer Service and Sales agents across Ontario Northland locations, ensuring safe, consistent, and customer‑focused service. This permanent position operates in a 24/7 environment, supporting employee performance, regulatory compliance, and continuous service improvements.

Key responsibilities

• Lead, coach, schedule, and support a team of Customer Service and Sales agents across multiple sites.
• Monitor performance, provide training, conduct reviews, and address attendance or performance concerns.
• Handle escalated customer inquiries and complaints, track feedback, and ensure timely resolution.
• Coordinate with operational partners such as the Motor Coach Control Centre, LeadHands, facilities, security, HR, and other stakeholders.
• Ensure compliance with company policies, health and safety standards, and accessibility legislation (AODA/ATPDR).
• Investigate and document customer incidents, including injuries and safety events.
• Conduct facility inspections and collaborate on maintenance and operational challenges.

Required profile

• Proven leadership experience in a unionized environment.
• Strong understanding of customer service standards and passenger transportation operations.
• Excellent communication and conflict‑resolution skills.
• Ability to work independently and make judgment calls in a fast‑paced, 24/7 setting.
• Knowledge of health and safety regulations and accessibility legislation.

Required skills

What we offer

• Competitive salary range of $91,572 – $107,718 CAD per year.
• Defined benefit pension plan and comprehensive benefits package.
• Paid vacation, personal leave days, and discounted transportation on bus and rail services.
• Dynamic workplace culture with opportunities for professional growth.