Senior Support Agent

About the Company

Kenny U-Pull is a division of American Iron & Metal (AIM), a global leader in the metal recycling industry. We specialize in giving a second life to used vehicles through our extensive network of recycling sites across Canada.

Responsibilities

• Provide technical support and guidance to frontline agents
• Monitor call center efficiency through regular statistics review
• Identify training needs for agents
• Produce end-of-shift reports
• Manage online forms, voicemails, and social media marketplace tasks (Facebook/Kijiji)
• Prepare and launch outbound call campaigns
• Propose process improvements and innovations
• Act as supervisor in their absence

Requirements

• Proven leadership and initiative
• Strong analytical and problem-solving skills
• Excellent customer service abilities
• Ability to manage priorities and organize work effectively
• Experience in coaching and team development
• Performance-driven approach

Benefits

• Competitive salary starting at $25/hour plus commission
• Vacation, benefits, and RRSP matching program
• Annual scholarship program for eligible dependents up to $8,500
• Professional development tools and support