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5 Nov 2021

Full-Time Team Lead, Customer Experience

Cindy.Brannan Montreal, Quebec, Canada

Job Description

Team Lead, Customer Success – Montreal, QC

About You

Are you a customer-focused bilingual “Superstar” who has a passion for all things customer service?

Are you a People Leader, Team Lead, or a Contact Center Expert who is looking for a new career opportunity, or simply a change of pace?

Are you looking for a dynamic workplace environment that encourages you to continuously learn and succeed?

Are you passionate about giving back to your community and eager to find like-minded colleagues?

Do you want to work for an established and successful company that supports you in growing your career while offering great perks and benefits from day one?

About Us

LGM Financial Services Inc. is Canada’s best automotive partner for Finance & Insurance

Established in 1998, over two decades later, LGM has cemented its position as a leader in Canada’s automotive industry. With double-digit growth year over year, our success is proof that you can grow a business built on values, innovation, and service. We’re proud of our history but even more excited about the future; with so many technologies disrupting our industry today, we anticipate and build on trends through the lens of the consumer so that our products and services don’t just keep up—they break new ground.

LGM is currently looking for a Team Lead, Customer Success in the Montreal region. This is a fast-paced, exciting and varied role where you will get to use your expertise in customer service to offer best in class support to our customers and dealer partners.

What You Will Do

Perform monthly one on one coaching sessions to manage agents’ performance by utilizing audit reports, KPI trends and knowledge management reporting to guide discussions which improve individual and team performance
Play an active role in employee relations through recruiting, onboarding, training, coaching, off-boarding and team-building activities.
Monitor real-time queues across all communication channels and assist in the management of all channels to achieve all service level agreements and KPI targets.
Assist in handling customer inquiries if required.
Assist in the creation of job aids, work instruction documents and process flows.
Provide support to Customer Success agents by coaching them and assisting them through knowledge sharing and guidance.
Provide support to the Manager of Customer Success on customer experience areas arising out of customer trends, satisfaction surveys and feedback as required
Assist in the resolution of consumer complaints and sensitive matters relating to departmental operations
Collaborate with management team to build strong employee engagement across the department
Support LGM’s efforts to give back in our communities by completing up to 4 fully paid volunteer days each year

What We Are Looking For

Bright, sparky individuals who want to join and be part of creating a fun work environment while offering exceptional customer experiences with a great handle on, or who offer

Excellent organizational and time management skills.
Exceptional customer service skills.
Tactful negotiation skills.
Excellent attention to detail.
The ability to motivate a team.
Proficiency with MS Office suite of products (Outlook, Word, Excel).
A courteous and professional telephone manner
Bilingualism in French and English (oral and written)
5+ years customer service/contact center experience

What We Offer

Competitive compensation
Company RRSP contributions, vehicle allowance and 100% company paid benefits with no waiting period
Educational allowances, wellness allowances and training support
Flexible work arrangements and special time off provisions
And so much more…

How to Apply

Apply online at https://jobs-ca.silkroad.com/LGM/LGMExternalPortalhttpslgmcareerssilkroadcom/jobs/614 or Send resumes to cindy.brannan@lgm.ca

Job Categories: Call Centre Manager. Job Types: Full-Time.

Job expires in 9 days.

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