Customer Service Team Lead

Posted on: Mar 23, 2026

Posted by: Strathcona County

Summary

Bring your leadership skills to a role that serves residents, supports teams, and strengthens community services!

Supporting and reporting to the Administrative Support Supervisor, the Customer Service Team Lead plans, directs, administers, supervises and participates in the daily operations and activities of the Utilities Customer Assistant team to ensure customer service needs are met.

Key Responsibilities

Key Responsibilities:

Provide leadership and supervision to the Utilities Customer Assistant Team
Facilitate problem solving and administration of the external customer inquiries
Develop plans and implement strategies to coordinate activities of the Utilities Customer Assistant Team and monitor effectiveness of the services provided to the department and community
Monitor and approve vacation schedule and timesheets
Complete performance appraisals, manage hiring, orientating and functional training of new staff
Develop and implement appropriate training to ensure Utilities Customer Assistant Team is knowledgeable of Utility service offerings and levels of service, and is prepared for changes as required
Ensure the Utilities Customer Assistant team understands customer needs and delivers the expected outcomes
Resolve customer complaints and ensure customer service quality
Administer the after-hours answering service and call recording contracts
Uphold and promote the County’s corporate values and the department’s strategic priorities and initiatives

Requirements

Qualifications and Skills:

Post-Secondary specialized training or certificate with a minimum 5 years related experience
Leadership or supervisory courses considered an asset
Minimum of 2 years supervisory experience
Sound knowledge of administrative and general office procedures
Proficient in Microsoft 365 Suite
Knowledge in VUEWorks and Tempest is an asset
Ability to supervise a staff of 6
Ability to deal effectively and professionally with internal and external customers
Excellent organizational, time and stress management skills required

Conditions of Employment:

Submission of a Satisfactory Criminal Record Check

Job Type

Full Time

Employer Contact

No employer contact listed.

Salary Range

$61,807.20 - $77,259.00

Closing Date

April 6, 2026

Posting ID: 37682

Apply Now