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IVèS Canada is hiring!

IVèS (www.ives.fr) and the Canadian Administrator of VRS (CAV), Inc. (www.cav-acs.ca) and is seeking a Customer Service Supervisor to manage the team of Customer Service Representatives responsible for providing outstanding customer service and technical support to both Deaf and hearing customers.

Responsibilities will include:

  • Leading and mentoring a team of Customer Service Representatives who are responsible for resolving Deaf and hearing customers’ inquiries regarding SRV Canada VRS.

  • Resolution may require technical assistance, policy explanation or complaint. Contacts occur via video using sign language, phone, email and chat.

  • Assuring adherence to CAV service policies

  • Mastering and teaching the use of the customer service software system (Zendesk)

  • Meeting corporate goals for ticket resolution, queue length and customer satisfaction measures.

  • Scheduling to optimize the response to customer demand in balance with the budget.

  • Developing service representatives to create a high performing team with a culture of excellence

  • Acting as a point of escalation for resolving inquiries that representatives are unable to close

  • Collaborating with IT and Product Managers, Call Centre Managers and CAV Admin Managers

  • Assisting with improving the VRS system by recognizing recurring issues and recommending changes

  • Maintaining and delivering reports as needed

 

Candidates should have the following skills and/or experience:

 

  • Previous experience supervising a customer service or technical service team

  • Fluent in both written English/French and American Sign Language (ASL) or Les signes québecoise

  • Experience working with Deaf or hard-of-hearing individuals and an understanding of Deaf culture

  • General IT experience and knowledge, including computer support and software installation

  • Experience using Zendesk or other ticket tracking software systems

  • Ability to handle a variety of activities and competing priorities

  • Video relay and/or video conferencing experience is preferred

  • Knowledge and experience with VoIP technology is an asset

 

Job Location: Montréal, Québec, Canada

 

Should you be interested in applying for a Customer Service Supervisor position with IVèS, please submit your résumé and cover letter to Nelly Plateau by email at This email address is being protected from spambots. You need JavaScript enabled to view it..

 

Persons who are Deaf are encouraged to apply.

 

About IVèS

IVèS (www.ives.fr) is a communications company that develops, integrates and deploys innovative services in the fields of e-health, videoconferencing and relay centres, and it is on the forefront of bringing video relay technology to Deaf and hard-of-hearing communities around the world.

 

IVèS (www.ives.fr) has been chosen by CAV to deliver the technology platform and customer services support to SRV Canada VRS. VRS allows Deaf and hard-of-hearing Canadians who use sign language to engage in real-time telephone conversations by connecting the customer to a sign language interpreter through an internet-based videoconferencing technology.

 

About CAV

Canadian Administrator of Video Relay Service (CAV), Inc. (www.cav-acs.ca) is a not-for-profit corporation that has been mandated by the Canadian Radio-television and Telecommunications Commission (CRTC) to design, implement and oversee the delivery of video relay service (VRS) in Canada, SRV Canada VRS (www.srvcanadavrs.ca