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Customer Service Representative

2 weeks ago

Burlington, Canada DLL Full time

**Our Organization**
DLL is not your average financial services company. In fact, we’re above average in almost every way. With an employee engagement score of 85% (compared to the 72% industry average), it sure seems like we’re doing something right. And, while most companies survive fewer than 20 years, 2019 marked our 50th.

We collaborate with manufacturers, suppliers, and businesses in more than 30 countries to enable the acquisition of equipment, technology and software that companies need to contribute meaningfully to their communities. We believe in partnering with our customers to develop innovative and sustainable financial solutions that deliver meaningful value to the world.

At DLL, we are committed to making sure that all people, regardless of their race, ethnicity, gender, sexual orientation, age, religion, physical characteristics, or mental abilities, feel welcomed and encouraged to be their authentic selves. We strive to create an inclusive environment that is reflective of the communities in which we operate. Come see what all the excitement is about.

DLL Canada invites you to share in our success by joining our Customer Service Team. We are hiring a Full Time Customer Service Representative.

**_ The hours for this role will be Monday to Friday 8:30-5pm with the requirement to work a 10:30-7pm shift once per week._**

**Day to day**

This position will participate in the corporate goal of a 24-48 hour response time in order to meet service level expectations, and ensure that the highest level of customer service is delivered to all customers.

Key Performance Objectives:

- Respond in customer inquiries and resolve customer issues
- Ensure that the team goals are met including 24-48 hour first touch approach and incorporating a first time right approach
- Respond to customer escalations and communicate solutions appropriately.

Specific Accountabilities:

- Inbound Calls
- Respond to customer questions and inquiries regarding their active contracts, and review and resolve any issues (within guidelines)
- Interact with Vendors and End Use customers
- Warm transfer calls as required to other DLL staff members
- Ensure turnaround time is met, advise Manager or Team Leads if it is in jeopardy
- Participate in department and cross-functional initiatives

2. Administrative Functions
- Respond to customer or vendor queries regarding active contracts, and resolve cases as related to the inquiry
- Review contracts and investigate as required to determine scope of more involved issues, in order to take necessary action and prepare required paperwork to resolve or correct customer issues
- Manage individual caseload a daily basis, following up on open cases; managing SLA’s on new cases
- Quote Buy-outs, Pay-outs

**“We lead the way in meeting the need for flexibility and transparency which our customers increasingly expect.”**

**Essentials**
- Minimum College diploma in business or administration, or equivalent customer service experience
- Minimum of 1-2 years customer service experience
- Bilingualism (French/English) is considered an asset; but not required
- Strong interpersonal as well as written and verbal communication skills
- Must be self-directed, decisive and goal oriented, and comfortable working in an empowered work environment with established goals/expectations and limited step-by-step direction
- Strong relationship building skills and a team player
- Strong organizational and planning skills
- Strong aptitude for working with numbers coupled with a basic knowledge of accounting practices
- Ability to work in a very fast-paced environment
- Experience working in CRM platforms
- Ability to work from home remotely/independently and in a virtual team environment

**Settling in**
At DLL, we consider our people our biggest asset. That’s why you’ll be treated as a member, not just an employee. Together we create an informal, but professional atmosphere that is hard to find elsewhere. We also encourage members to seek out the best skills across all our offices, because the more networked we are as an organization, the more effective we can be at seeing more than a customer and working harder as a partner.

DLL is a global vendor finance company with more than EUR 30 billion in assets. Founded in 1969 and headquartered in Eindhoven, the Netherlands, DLL provides asset-based financial solutions in the Agriculture, Food, Healthcare, Clean Technology, Construction, Transportation, Industrial, Office Equipment and Technology industries. DLL partners with equipment manufacturers, dealers, and distributors in more than 30 countries to support their distribution channels and help grow their businesses. DLL combines customer focus with deep industry knowledge to deliver sustainable solutions for the complete asset life cycle, including commercial finance, retail finance and used equipment finance. DLL is a wholly owned subsidiary of Rabobank Group.

**All members enjoy***
- Two work