Client Services Team Lead

4 weeks ago

Dundas, Canada Worksite Safety Full time

**Position: Client Services Team Lead**

**Employment: Full-time (40 Hours/Week)**

**Location: Dundas, ON - In Office**

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 the Client Services Associates and provide quality assurance to this growing team, assist with product education and browser-based navigation support as needed, and deliver surprisingly helpful and friendly customer interactions. Through a deep understanding and knowledge of our products, as well as a genuine love of helping people, this role will ensure that the customer’s journey, as well as the Client Services Associates’ work experience, is a fantastic one

Based out of the **Dundas, ON head office**, this full-time role works Monday to Friday.

As a Client Services Team Lead you could expect to:

- Assign responsibilities to the team and assign work as needed
- Recruit, onboard and provide continued training to the client services team
- Manage the digital knowledge base and identify any gaps and training needed
- Review customer-team interactions and ensure the team has the skills and guidance needed for success
- Assist with basic technical support related to Worksite’s online training courses
- Register customers in instructor-led training held at Worksite locations across Canada
- Follow up with existing clients to support them with any questions about their training purchases
- Explore customer needs through conversation and build rapport
- 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 being on a team, giving feedback and working towards shared goals
- You love talking with customers and colleagues alike, learning what they need and helping them find a solution
- You think outside the box when it comes to solutions that are surprisingly helpful to ensure our clients are happy
- You can 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 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 including $2000 per year in health spending allowances
- Collaborative and exciting work environment
- Ongoing opportunities for learning
- Working on an awesome team with a great company culture

If this role is the right fit for you, please submit your resume and cover letter. We thank all those that apply, however, only those selected for further consideration will be contacted.

About Worksite

Worksite is one of Canada’s leading providers of occupational health and safety services, and was listed on the Growth 500 as one of Canada's Fastest Growing Companies for the third consecutive year in 2020 by Canadian Business and Maclean's.

We help workers stay safe, and we help employers make it happen. We believe that work life should be enjoyable, and that creating a safe workplace should be enjoyable too. We do that through providing our clients with excellence in advice and service, as well as delivering high-quality online, instructor led training, and safety products.

Worksite Values
- Building Together_ - We work collaboratively because we know that everyone has great ideas and unique perspectives build a better result. We are stronger when we are all-in as one team.
- Growing Through Experimentation_ - We relentlessly pursue our vision by improving and expanding what we do, experimenting with new ideas, and valuing tests over assumptions.
- Being Surprisingly Helpful_ - We look for ways to surprise and delight by going above and beyond to help others, even when we don't stand to gain anything from it.
- Enjoying our Work Life_ - Because our lives are better when we enjoy our work, we build genuine, positive, and supportive relationships with each other and inject a little fun wherever we can.

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