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Customer Service Lead
A Parent Media Co. Inc. (APMC) is looking for a Customer Service Lead to join the family to support our world-class Safe Streaming™ team!
Who We Are:
APMC is a family-focused company, committed to ensuring audiences have a safe, premium streaming experience while watching their favorite TV shows.
Kidoodle.TV® and Glitch+™ are award-winning streaming services that are available in over 160 countries and territories, and on thousands of connected devices. Kidoodle.TV is a place where parents and caregivers can trust that their children will be safe and not exposed to harmful or inappropriate content. Every piece of content available on Kidoodle.TV is strictly vetted by caring people committed to protecting children! Kidoodle.TV is available on iOS, Android, Apple TV, Fire TV, LG, Samsung, Chromecast, Roku, Amazon, Comcast, Jio, Connected TVs, HTML5 Web, and many other streaming media devices.
Learn more about us at www.kidoodle.tv.
Location: Calgary, AB
Perks of the Family:
A Parent Media Co. Inc. is more than a great place to work, we believe in the human behind every position and are here to support them in all areas of their life.
We offer:
- Market/Experience-based Total Compensation
- Better Benefits Plan to cover all your Health, Dental, Vision and Wellness needs
- Parental Support including Paid Leave and Salary Top-up
- Flexible Work Environment to embrace our Diversity and Culture
- Flexible Work Hours, because it isn’t about the 9-5, it’s the great work you do
- Flexible Time Off so that you can respond to life when it happens
- Monthly Lunch + Learns to get immersed into the business
- Team Building Events to get to know our incredible team members
- And lots and lots of fun!
Who Are You:
You are an expert in customer care and a problem solver that provides a consultative approach to issue resolution. You are compassionate, energetic, bold and want to work in a customer-centric role with an amazing opportunity to make an impact on our customers. You bring an enthusiasm and a positive attitude to the work you do, and genuinely want to help each person you connect with.
What you need to succeed:
- A combination of education and experience in a related field
- Proven work experience as building and growing a Customer Service function
- Experience in providing multimodal customer service support
- Excellent knowledge of management methods and techniques
- Proficiency in English
- Working knowledge of customer service software, databases and tools
- Ability to think strategically and to lead projects
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
What is the Role:
As the Customer Service Lead, you are part of a critical function of our business. Often being the first point of contact for many customers. You will lead our customer service support function with the primary focus of providing outstanding customer service to our customers through developing effective and engaging customer service procedures and practices.
Your Duties and Responsibilities:
- Improve the customer service experience and function
- Take ownership of customer issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop service procedures, policies, and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports of ongoing support
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Maintain an orderly workflow according to priorities
- Work closely with marketing, product, and development teams to troubleshoot and solve customer issues
To be considered for this exciting and challenging role, please apply TODAY.
Deadline to apply: March 16
A Parent Media Co. Inc. (APMC) is committed to employment equity, welcomes diversity in the workplace and encourages applications from all qualified individuals. We thank all interested applicants; however, only qualified applicants selected for an interview will be contacted.
