Job Description

Leduc, AB | Full-Time, Permanent

Are you a customer-focused leader who enjoys developing people, solving problems, and keeping a busy operation running smoothly?

Fraserway RV is looking for a Customer Service Supervisor to join our Leduc Rentals team. This is a hands-on leadership role for someone who enjoys working with people, thrives in a fast-paced environment, and takes pride in creating an exceptional experience for both customers and employees.

You’ll lead and support our Customer Service team while overseeing the day-to-day customer experience—from reservations and rental agreements to vehicle pick-ups, drop-offs, transfers, and issue resolution. You’ll also play an important role in coaching employees, improving processes, and supporting the overall performance of the Rentals operation.

WHY JOIN FRASERWAY?

We believe great customer experiences start with great teams. You’ll have the opportunity to take ownership of a key customer-facing function while continuing to develop your leadership career with one of Canada’s leading RV organizations.

We offer:

• Competitive compensation
• Comprehensive healthcare benefits
• Employer-matching RRSP program
• Career growth and leadership development opportunities
• Discounts on RV purchases, rentals, and parts
• Corporate discounts on travel, hotels, computers, and more
• Employee/Family Bursary Program
• Company events and team activities
• A collaborative and supportive work environment

WHAT YOU’LL DO

Team Leadership & Development

• Lead, coach, and develop the Customer Service team
• Set clear expectations, priorities, and customer service standards
• Coordinate team schedules, daily assignments, workflow, and staffing needs
• Participate in recruitment, onboarding, training, and employee development
• Provide ongoing coaching and feedback and address performance concerns when required
• Identify training needs and support employees in developing their skills
• Build a positive, accountable, and team-focused work environment

Customer Experience

• Ensure customers receive a consistent and positive experience throughout the rental process
• Handle escalated customer concerns and support timely and effective resolution
• Oversee customer pick-ups, drop-offs, rental agreements, and vehicle introductions
• Monitor customer feedback and identify recurring concerns and opportunities for improvement
• Provide hands-on customer service support during peak periods

Daily Rentals Operations

• Coordinate daily Customer Service activities and ensure smooth front-end operations
• Coordinate customer transfers and shuttle requirements
• Review upcoming reservations and operational requirements to ensure the team is prepared
• Work closely with Fleet and Fixed Operations to coordinate vehicle readiness and delivery schedules
• Coordinate with other departments to respond to changing customer and operational priorities
• Maintain flexibility to work weekends and outside regular business hours when required

Performance & Process Improvement

• Monitor team productivity, service levels, and operational efficiency
• Identify workflow challenges and recommend practical improvements
• Support cost awareness while maintaining customer service standards
• Review customer records and work for accuracy and quality
• Prepare operational, progress, and other required reports
• Support the implementation of new procedures and continuous improvement initiatives

WHAT YOU BRING

• Previous leadership, supervisory, or team-lead experience
• Strong customer service experience, ideally in a fast-paced operational environment
• Demonstrated ability to coach, motivate, and support a team
• Confidence handling difficult customer situations and finding practical solutions
• Strong communication and interpersonal skills
• Excellent organizational skills and the ability to manage competing priorities
• Sound judgement and a proactive approach to problem-solving
• Comfortable working with an international customer base
• Fluent in English; German and/or Dutch is considered an asset, and additional languages are welcome
• Experience in tourism, hospitality, vehicle rentals, automotive, RV, or another customer-facing industry is considered an asset

WHO YOU ARE

You’re a hands-on leader who enjoys being part of the operation—not managing from the sidelines. You can balance customer needs with business priorities, remain calm when things get busy, and give your team the direction and support they need to succeed.

You lead in a way that reflects our values: Humble, Hungry and Smart.

ABOUT FRASERWAY RV

Fraserway RV is part of Canada’s largest vertically integrated RV company, with full-service dealerships spanning coast to coast. As the place for everything RV, we help our customers feel at home wherever they are on their RV adventure.

We are industry leaders in selling, servicing, and renting recreational vehicles across Canada, and as a team, we do everything possible to ensure our customers’ vacation dreams are realized.

If you’re ready to take the next step in your leadership career and help create memorable experiences for customers from around the world, we’d love to hear from you. Please submit your resume and cover letter for consideration.

#INDHP