Team Lead – Customer Service

Location: Montreal, Quebec

Permanent position (full-time)

Ranger Design is currently in search of a full-time bilingual (French and English) Team Lead Customer Service Representative with a minimum of 5 – 7 years of experience to join our dynamic team.

As a Team Lead, you will collaborate with the Customer Service Manager to oversee and support a proficient front-line team of Customer Support Specialists, ensuring the delivery of exceptional service to our customers. We are specifically seeking candidates who exhibit enthusiasm, professionalism, diligence, and a dedication to ongoing improvement.

As a valued member of our team, you will engage with customers, address inquiries regarding products and services, and efficiently resolve any issues or complaints. Excellent communication skills and proficiency in data entry are essential for success in this role.

Are you ready for the challenge?

Continue reading!

MAIN RESPONSIBILITIES:

Reporting to the Customer Service Manager, you will be responsible for the following:

• Provide guidance and coaching to the customer service team to ensure high performance and adherence to company standards.
• Monitor and evaluate customer interactions to ensure quality standards are met, offering feedback and training as needed to improve performance.
• At times, handle escalated customer issues and complaints, ensuring effective resolution and customer satisfaction.
• Track team performance metrics such as response times, resolution rates, and customer satisfaction scores, and take corrective actions as needed to meet KPIs.
• Identify areas for process improvement within the customer service team, collaborating with other departments to implement solutions that enhance efficiency and effectiveness.
• Expected to perform the same work processes and activities as team members at least 60% of the time.
• Work with a limited degree of supervision, focusing on complex new assignments.
• Other duties as assigned.

POSITION REQUIREMENTS:

• Previous experience in a customer service role, with demonstrated leadership or supervisory experience preferred.
• Excellent verbal and written communication skills in both English and French, with the ability to effectively communicate with customers, team members, and other stakeholders.
• Strong interpersonal skills, with the ability to motivate, coach, and develop a team of customer service representatives.
• Strong problem-solving abilities, with the capacity to quickly and effectively resolve customer issues and escalations. 
• A strong customer-centric mindset, with a commitment to providing exceptional service and building positive customer relationships.
• Excellent organizational skills, with the ability to prioritize tasks, manage time effectively, and meet deadlines in a fast-paced environment.
• Ability to work collaboratively with cross-functional teams.
• Flexibility and adaptability to navigate changing priorities, customer needs, and business requirements.
• Proficiency in using customer service software, CRM (Salesforce) systems, ERP (Epicor) and other relevant tools to manage customer interactions and track performance metrics. 
• Able to adapt to new technology with ease.
• Education: A high school diploma or equivalent is typically required, with additional education or training in customer service or leadership preferred.

If you have the above-mentioned qualifications and are interested in this position, please use the form below.

We thank all applicants for their interest, but only those selected for an interview will be contacted.

Candidates for this position must be legally entitled to work in Canada, hold a valid Passport and will be required to show proof as such. Ranger Design does not sponsor work permit applications.

All requests will be treated confidentially.