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.

• 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

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.

• 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!

• 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, please…