Client Services Team Lead

Position:
Client Services Team Lead
Employment:
Full-time (40 Hours/Week)

Location:

Burlington, ON - In Office
Salary: $55,000 - 70,000/year
We’re looking for an enthusiastic Client Services Team Lead who is passionate about amazing customer service and building a great team environment. If you love helping people both enjoy their work lives and be successful in their roles, then this role is for you!
The Client Services Team Lead will oversee a team of 10 - 15 Client Services Associates and provide coaching on ticket-based calls, emails and chats, ensuring quality interactions with Worksite's national client base of employers, employees and job seekers. You will be responsible for overseeing the day to day activities of team and overall function of the Client Services role. This will include: team training and coaching through ticket review and call listening, representing the needs of the team in management meetings, involvement in recruiting, hiring and onboarding of new team members, and providing ongoing feedback on their performance based on established KPIs.
Through a deep understanding and knowledge of our health and safety products and services, as well as a genuine love of helping people, you will motivate and support the Client Services team to ensure that the customer’s journey, as well as the Client Services Associate's work experience, is a fantastic one!
Based out of the Burlington, ON head office, this full-time role works in-office Monday to Friday, with a minimum of one 11-7 shift per week, and the occasional need to work Saturday or Sunday.
As a Client Services Team Lead you can expect to:
Monitor customer interactions through chat, phone and email and provide coaching to the client services team on the quality of their support to clients
Assign responsibilities to the team and assign work as needed
Recruit and onboard new team members
Ensure appropriate shift coverage and schedule the team for shifts throughout the week/weekend
Collaborate with other Worksite departments to share client feedback for improved client experience
Manage the digital knowledge base
Identify any gaps in knowledge and provide continued training to the Client Services team
Review customer-team interactions and ensure the team has the skills and guidance needed for success
Assist with ticket support when required, by taking calls, chats and emails during high-volume and peak times

Identify areas to improve customer experience based on customer feedback and your own observations
About You   You’ll be a perfect fit for this energetic team if you:
Enjoy working in an office and leading a team, giving feedback and working towards shared goals
Love talking with customers and colleagues alike, learning what they need and helping them find a solution
Think outside the box when it comes to solutions that are surprisingly helpful to ensure our clients, and the team are happy
Believe that change is a good thing, and are optimistic about the unexpected and unplanned
Navigate the internet and apps at lightning speed, but you are genuinely patient and understand that not everyone has the great technical skills that you have.
You’ll need to bring:
Experience having direct reports and playing an active role in bringing about individual, team and company success
Experience in a relationship-centric communications-based role such as customer service or technical support
Experience in performance management including reviews, constructive feedback and succession planning
An Agile mindset as we continue to grow and expand our services to support our dynamic client base

Experience with a CRM and/or client support system (Zendesk preferred)
Strong verbal and written communication skills
Able to legally work in Canada

Valid Ontario driver's licence
Experience working in health and safety is a definite bonus!
Why a career at Worksite is for you:
Competitive salary rate
Three weeks' paid vacation
Health benefits package (fully funded by Worksite), including Wellness and Health Spending allowances

Collaborative and exciting work environment
Ongoing opportunities for learning
Working on an awesome team with a great company culture!

For a little more about us,…