Client Services Team Lead

6 months ago

Winnipeg, Canada Broadstreet Properties LTD Full time

Are you passionate about leading teams and championing support for our customer-focused environment? If so, we may have an opportunity for you in our **Winnipeg **location

The Team Lead will be a strong positive leader, good listener, supporting, and advising their Client Services team. This role will report to the Client Service supervisors in the execution and management of contact center business goals, with a primary focus on daily interaction and schedule adherence. The team lead will enjoy a regular steady shift.

This role will have a strong focus on contact center KPI’s and drive coaching activities and performance to meet contact center and Customer service metrics. The role will deliver exceptional service and will be a brand ambassador for the team and for the company.

**Your contribution to the team includes**:

- Manage and execute schedule adherence for CS Supervisors and ensure coverage for all aspects of business
- Manage and track daily contact center and customer service metrics; providing performance management where needed
- Cover in a Client Services Representative role as needed when busy, short staffed, emergencies or as required
- Assist CS Supervisors with onboarding new employees as required
- Motivate teams through relationship building, supporting and coaching tenant affairs representatives with daily workflows to ensure any bottlenecking or issues are resolved in a timely manner
- Escalate any regional communication to CS Supervisor
- Analyze and choreograph agent skills required for adherence and SLA
- Providing on-call support to overnight CS agents and after-hours ADT alarm support
- Track daily metrics as required
- Update and maintain contact and emergency matrix tools
- Troubleshoot and escalate any telephony or WFM issues to CS Supervisor
- Respond to client inquiries in a professional and timely manner
- Troubleshoot client issues and provide viable solutions for First Call Resolution
- Implement and champion Supervisor/ Client Service Manager requests and changes
- Utilize conflict resolution skills to ensure a high level of client service
- Adhere to both corporate and departmental policies and procedures
- Promote knowledge and keep team members up to date on all new products, services, and processes
- Promote positive work ethics and healthy work environment to ensure productivity
- Promote company in a positive image to all current and potential clients

**What you need to be successful**:

- High school diploma or equivalent
- Minimum 2 years’ experience in the customer service industry
- Previous contact center experience would be considered an asset
- Advanced level of proficiency with MS Office and excel
- Minimum 45 wpm typing speed
- Excellent teamwork and team building skills.
- Strong customer service and troubleshooting skills
- Ability to work well under pressure in a changing environment
- Strong attention to detail and multi-tasking skills
- Effective time management, while constantly assessing what the work day priorities are
- Ability to deal with clients in a sensitive and tactful manner
- Professional verbal and written communication skills
- Available to work within a 24-hour open timeframe (includes evenings, weekends, holidays and emergency coverage as required)

**The perks**:

- Employer paid extended health, vision, and dental coverage (including family)
- Employee and Family Assistance Program
- $170 yearly health and wellness benefit
- RPP eligibility after one year
- Employee recognition program

**Why Broadstreet?**

Broadstreet Properties Ltd. is a family owned and operated property management company, partnered with Seymour Pacific Developments, that manage multi-family residential communities. We are a growing organization made up of diverse team members who are motivated to continuously innovate our approach to asset management. We consider employee wellbeing a priority and are dedicated to protecting the health and safety of our teams while ensuring a workplace that is respectful of everyone.

Broadstreet Properties Ltd. practices equal opportunity hiring and onboarding processes to ensure equal access and participation for everyone. We understand that we have a responsibility for ensuring a safe, dignified, and welcoming environment and we are committed to creating an inclusive environment for all employees irrespective of race, colour, religion, sexual orientation, gender identity, or any other status protected by law. We believe in integrating people with disabilities into our workforce by removing barriers and meeting accessibility needs.

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