Client Care Team Lead

1 week ago

Dartmouth, Canada Steele Auto Group, Client Care Center Full time

Steele Auto Group is seeking a dynamic and motivated **Client Care Team Lead** to join our **growing team** as this will be for multiple **new positions **with our organization.

**Location**: Hybrid/Remote within Nova Scotia or New Brunswick. Occasional travel (less than 10%) to dealerships throughout Atlantic Canada and to the Client Contact Center Located in Halifax is required.

This opportunity provides a progressive call center environment, that incudes **NO WEEKENDS**, **NO EVENINGS **and **NO** **OVERNIGHT SHIFTS**

The hours of operation are** Monday to Friday 8:00 am to 5:00pm**.

Wage is comprised of 3 components, **Base Wage + Position Premium** + **Bonus **With a total Cash compensation** of $40,000 to $50,000**

**Key Responsibilities**:

- **Dealership Management Systems (PBS) Support**: Build/maintain guides/campaigns to support CCC/dealership marketing efforts as directed by the CCC Manager. Generate and produce in-depth analysis on guide/campaign success, CSI (Customer Satisfaction Index) initiatives, etc.
- **Team Leadership**: Guide and mentor call center agents to achieve their performance goals.
- **Performance Management**: Monitor and evaluate team performance, providing feedback and coaching, as necessary.
- **Customer Experience**: Ensure high levels of customer satisfaction by maintaining quality service standards.
- **Operational Efficiency**: Recommend processes to CCC Manager to improve efficiency and productivity.
- **Training and Development**: Identify training needs and work with department Managers to organize and develop training sessions.
- **Problem Resolution**: Address escalated customer issues and ensure timely and effective resolution.
- **Reporting**: Generate and analyze performance reports to identify trends and areas for improvement.

**Qualifications**:

- Proven experience in a call center environment, preferably in a leadership role with 3 years of experience.
- Strong leadership, interpersonal skills, and emotional intelligence.
- Excellent communication and problem-solving abilities.
- Ability to work under pressure and manage multiple priorities.
- Strong coaching skills and the drive to help people succeed in their roles.

**Why Steele Auto Group**:

- Competitive compensation package, with annual wage review
- Flexible Health and Dental Plans, 6 different cost shared options to meet everyone’s needs
- Enhanced Benefits including Telehealth, Mental Health Support and EFAP
- Retirement Savings Plan with employer match up to 4%, after 5 years up to 5%
- Opportunities for career growth and advancement
- Employee discounts on vehicle purchasing, parts, and service at any of our locations
- A safe, inclusive, and dynamic work environment

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