Team Lead

“PBS is the fastest growing “All Inclusive Business Platform” vendor in North America and we’ve only just begun”

**The Opportunity**:
We are changing the way people buy and service cars one dealership at a time. In business for over 30 years, PBS is the third largest DMS (Dealership Management System) provider to the North American retail automotive industry. Each month we welcome hundreds of new users to our software platform, and we need your help.
We are unique in the industry because we view our customers as business partners, technology innovators, and friends. Our software can run all aspects of an automotive dealership with sales, service, inventory management, and accounting modules.
And that's where you come into the picture. While specific roles are posted, PBS is always open to pivoting with quality people and adding to the team based on your skills and the needs of our customers. After you join the team, we will continue the process of moving you into new roles based on your talents, growth, and interests.

**The Role**:
As a Team Lead - Bilingual Support, you will be responsible for providing guidance, coaching and support to your team. In addition, you will be providing remote and on-site support and training to our clients that use our software both in English and French.

This role could be filled in any of our offices and/or remote

**Requirements**:

- Logging and documenting all customer interactions within our ticketing system and escalating matters as required.
- Collaborating with other groups/departments to streamline service delivery.
- Identify opportunities to drive process improvements that positively impact the client’s experience.
- Develop knowledge and understanding of our software and the supporting Infrastructure.
- Achieve program certification within your primary group within 6 months, and additional program certification/s within 18 months, up to PBS Certified Professional status.
- Maintaining a high level of punctuality as well as a consistent, reliable attendance standard.
- Achieving and exceeding KPI targets and other Metrics defined by the department.
- Available to travel as and when the need arises throughout the US and Canada.
- Keeping abreast of Software enhancements and new released, by attending Apogees and reviewing release notes.
- Assisting and training current as well as new staff members.
- Maintaining and contributing knowledge-based articles including informational articles, how-to’s, troubleshooting guides and FAQs.
- Escalating Incidents, Problems, and Enhancement tickets to our development team.
- Ticket/ Queue Management - Reviewing and actioning outstanding tickets as required.
- Problem Management - Define, address, and manage the root cause of a problem, to help prevent further issues.
- Communicate and coach direct reports on daily performance and quality & quantity of work, behavior, punctuality, and attendance standards within the team.
- Analyze and evaluate KPI targets and other Metrics defined by the department, and use results for performance reviews, to help develop Analysts and improve team performance.
- Manage/coordinate client escalations and communications.
- Escalate client as well as staffing issues and concerns to the Program Manager.
- Collaborating with other team leads to ensure adequate staffing levels are scheduled and maintained.
- Commit to an ongoing personal development and cross-training as recommended by the Program Manager.
- Create a positive workplace culture.

**Qualifications**:

- Excellent communication and listening skills with the ability to communicate clearly and professionally, both verbally and in writing.
- Strong Leadership and coaching abilities
- Strong time management & organization skills.
- Strong decision making and analytical abilities.
- Strong detail orientation.
- Excellent computer skills with a proficiency in Microsoft products including but not limited to Windows 10/11, Outlook, Excel, Word, Teams, etc.
- Ability to work independently and within a team environment.
- College Diploma.
- Must have Valid Drivers license.
- Previous customer service, helpdesk or dealership experience will be considered an asset.
- Over 3+ years of PBS experience, Dealership/Automotive or leadership experience within a customer support environment

**What we offer**:

- Internal promotion and growth opportunities
- An education department dedicated to helping you with professional and personal development
- The opportunity to travel
- Free parking
- Staff events
- Competitive annual base salary
- Bonus for product certification up to $4,800 per year
- Great referral bonus
- Staff discounts with GM, Dell, Goodlife and more.

PBS is an equal opportunity employer. Accommodations will be provided during the hiring process as required.