2 results for Customer Service Manager in Toronto, ON

Customer Service Representative

Thornhill, ON
remote
Contract to Hire
17.1 - 19.8 CAD / Hourly
We are looking for a Customer Service Representative to join a service-focused team in Thornhill, Ontario on a contract basis with the potential to become permanent. This role is well suited to someone who enjoys balancing administrative work with customer contact while helping reduce a high volume of outstanding claim-related tasks. The successful candidate will support documentation, payment processing, correspondence handling, and phone-based intake in a fast-moving environment where accuracy and service matter. Responsibilities: • Draft and issue claim-related documents, including member letters, third-party communications, consent paperwork, and other file correspondence as needed. • Handle claim payment administration by reviewing and processing expenses such as appraisal charges, glass-related invoices, and report fees. • Assist the total loss function by preparing settlement documentation and sending proof of loss materials in a timely manner. • Obtain supporting records for investigations by requesting documents such as police reports, fire incident reports, and other relevant external information. • Forward property damage claim files to legal representatives when requested, ensuring records are complete and properly organized. • Receive, sort, and distribute incoming mail and correspondence so items are directed to the appropriate team or file without delay. • Place outbound calls to members to collect first notice of loss details for claims submitted after hours or through online channels. • Respond to incoming calls as required and direct each inquiry to the correct department while maintaining a high-quality customer experience.
2026-05-13T00:00:00Z

IT Service Delivery Manager

Toronto, ON
onsite
Permanent
100000 - 120000 CAD / Yearly
This job posting is for a current vacancy with our client. We are seeking an experienced Service Desk & IT Operations Manager to lead service delivery and IT operations within a fast-paced, professional services environment. A core focus of this role is the implementation, alignment, and continuous improvement of service desk processes in accordance with ITIL/ITSM best practices. The successful candidate will optimize incident, request, and change management workflows, define and monitor ITSM KPIs, and ensure service delivery meets established performance and compliance standards. This is an excellent opportunity for a hands-on leader who thrives in fast-paced, high-performance environments and is passionate about delivering exceptional service. In this role, you will lead a Service Desk team, overseeing daily operations while driving performance, engagement, and service excellence. Strong people management experience is essential, as you will be responsible for coaching, mentoring, performance management, and building a high-performing, client-focused team. In this role, you will: <ul><li>Lead, coach, and develop Service Desk staff, with a strong focus on people management, performance coaching, skill development, and engagement.</li><li>Establish, define, and evolve baseline service metrics and KPIs to measure performance across incident, request, and change management processes.</li><li>Drive a strong culture of continuous improvement, using data, reporting, and trend analysis to enhance service quality, efficiency, and end-user experience.</li><li>Perform root cause analysis on recurring incidents and service issues, identifying underlying problems and implementing preventative and long-term corrective actions.</li><li>Lead the alignment, implementation, and ongoing optimization of ITSM processes and best practices, ensuring consistent, scalable, and compliant service delivery.</li><li>Monitor service performance through end-user feedback, operational reporting, and KPI analysis to identify improvement opportunities and service gaps.</li><li>Provide hands-on escalation support for complex hardware and software issues, including troubleshooting, research, and resolution.</li></ul>
2026-05-16T00:00:00Z