Customer Service Team Lead

**JOB PURPOSE**

The Team Lead, Customer Service provides day to day guidance and training to a team of Customer Service Representatives. The role is responsible for delivering effective and timely completion of various Customer and Lessee requests while ensuring oversight of the direct reports’ work. The Team Lead, Customer Service monitors a significant daily volume of requests and effectively manages escalation and exception situations presented by either Customer Service Representatives or the Customer/Lessee directly.

**RESPONSIBILITIES**
- Monitor the flow of incoming customer service requests and ensure that these requests are completed within the stated Service Level Agreement (SLA) time frame
- Act as a resource for Customer Service Representatives, providing guidance and information to resolve customer queries.
- Act as a liaison with other departments within TFG to resolve their requests in a timely and effective manner.
- Forward exceptional customer or lessee requests to the Director, Enterprise Solutions as needed for speedy and equitable resolution
- Report and forward any unusual occurrences or fraudulent activities that arise during the fulfillment of customer or lessee requests per established procedures
- Manage the customer service request process to improve speed, quality, and compliance
- Complete the various Customer Service-related duties as they arise
- Analyze all aspects of a situation to gain thorough insight to making decisions and identifying key components of a problem to formulate a solution or solutions
- Provide coaching and mentoring of Customer Service Representatives by creating an environment conducive to individual development, productivity, and achievement while ensuring open lines of communication
- Provide effective coordination of and direction to Customer Service Representatives in meeting operational requirements and the use of sound industry related judgment
- Evaluate the performance of Customer Service Representatives, providing timely feedback on performance and taking remedial action where required

**QUALIFICATIONS**
- Strong integrity, professionalism and work ethic without sacrificing your ability to have fun on the job
- Ability to lead and motivate a team towards performance objectives
- Advanced communication and interpersonal skills
- Advanced skills with Microsoft Excel, Word, Outlook and PowerPoint
- 2+ years of Customer Service related experience, preference given to applicants with equipment industry experience or experience managing a Customer Service team
- Post-secondary diploma or bachelor’s degree is an asset

**THE BENEFITS**
- Option to work in office, hybrid, or remote
- Reimbursement of specific work-from-home expenses
- Comprehensive medical and dental benefits
- Committed to supporting team members’ health and wellness
- Office is centrally located in Burnaby, BC, with the ability to work remotely from anywhere across Canada
- Leaders who support your development
- Ability to make a difference and lasting impact
- Opportunity to take on progressively greater accountabilities
- Cross training opportunities within other departments

**THE COMPANY**

TFG Financial Corporation, as part of the Travelers Financial Group of Companies, is one of the largest independent commercial equipment finance companies in Canada. Our mission and purpose is to be our customer’s first choice by making equipment financing easy while providing a wide range financing solutions. Together, through our core principles, we help our partners to achieve what’s important in their business. TFG’s culture is results, recognition and rewards based, with a focus on achieving results in a high performing team environment. TFG is an equal opportunity employer and believes in providing an inclusive workplace where all team members have an opportunity to succeed.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Vision care
- Wellness program
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

**Experience**:

- Supervising: 1 year (required)

Work Location: Hybrid remote in Burnaby, BC