Customer Contact Centre Lead

Location: All LocationsType of Employment: Full-TimePremier Equipment is a full-service John Deere dealership specializing in agriculture, lawn and commercial grounds care and compact construction equipment. With heritage dating back to the 1950's, our organization has grown through the decades bringing to life John Deere's commitment to customers of quality and innovation.Premier proudly serves Southern Ontario with 11,locations (Alliston, Ayr, Elmira, Listowel, Ospringe, Tavistock, Smithville, Stouffville, Hagersville, Bellevilleand Norwich), offering a robust parts inventory and over 90 technicians able to provide service and maintenance.Our Purpose statement is “To be the best part of our customer’s day by improving their business and lifestyle.”We appreciate that customers have many options when it comes to who they select to meet their equipment and service needs – be it for their business (farm, landscape or compact construction) or for their lifestyle (lawn, garden, home and workshop). When customers call on Premier Equipment it is because they have a problem or need they require assistance with – could be an equipment or technology need, or a repair or service need. Whatever the circumstance, we challenge our staff to be the “best part of our customer’s day” by effectively providing them with quality products and exceptional service to meet needs and make their business more productive or their tasks around their home or property more efficient or enjoyable.We offer competitive wages, a competitive benefits package, RSP matching, Profit Share, along with many other perks. As an essential business, we offer secure employment with an engaging team atmosphereIt's an exciting time to join Premier - Come Grow With UsDay-to-Day Responsibilities:In this role, you'll manage customer inquiries with a storing focus on Parts and Service. Daily tasks include identifying and ordering correct and related parts, tracking their status, and maintaining inventory levels. You'll answer customer inquiries about parts specifications and machine operations, ensuring clear communication and customer satisfaction. Additionally, you'll collect machine failure symptoms and collaborate with service departments to identify issues. Strong communication skills are essential for effective interaction with both customers and internal teams, ensuring seamless operations and efficient problem-solving.Coordinate program operations, schedules, and growth.Provide exceptional customer service by responding to inquiries related to parts and service via phone, email, and chat.Assist customers in identifying and ordering the correct parts for their equipment.Troubleshoot machine operation verification.Maintain up-to-date knowledge of John Deere products, services, and promotions.Process orders, returns, and exchanges accurately and efficiently.Collaborate with other departments to ensure customer satisfaction and timely resolution of issues.Document customer interactions and transactions in the CRM system.Follow up with customers to ensure their issues are resolved and they are satisfied with the service provided.Continuously seek opportunities to improve customer experience and streamline processes.Skills and Requirements:High school diploma or equivalent; additional education or certifications in a related field is a plus.Agriculture, farming, or construction equipment experienceBasic technical knowledge of equipment and related systems such as electrical, engines, hydraulics, and drivetrains.Minimum of 2 years of experience in a customer service role, preferably in the John Deere agricultural or heavy equipment industry.Strong knowledge of John Deere products and services, particularly parts and service.Excellent communication skills, both verbal and written.Proficient in using CRM systems and other customer service software.Ability to multitask and handle a high volume of inquiries in a fast-paced environment.Strong problem-solving skills and attention to detail.Ability to work independently and as part of a team.At Premier Equipment, we are committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected and supported. We offer accommodation for applicants with disabilities as part of its recruitment process. If you are contacted to arrange for an interview, please advise us if you require an accommodation. #J-18808-Ljbffr