Client Services Team Leader

Purpose of the Position

To provide a high level of customer service support to the Company’s clientele. This role provides leadership, guidance, and support to the Client Services team, ensuring operational excellence and consistent customer satisfaction.

Location: Kitchener, ON

Work Arrangement: Hybrid

Full-Time Permanent 

Responsibilities

• Provide a high level of customer service with respect to ordering and processing of Company products and resolution of quality and technical issues to ensure customer satisfaction with the Company’s products and services.
• Provide support, leadership, and daily supervision to Client Services Representatives.
• Develop and manage staffing schedules to guarantee adequate coverage during all business hours. 
• Oversee daily inbound communication channels, including phone calls and emails, to ensure all customer inquiries are addressed promptly and efficiently. 
• Track and evaluate the volume of incoming requests to ensure proper staffing levels and a fair work distribution. 
• Enter complaints in the database regarding services, products, billing and issues – resulting in appropriate resolution. May require the assistance of Audiology, Operations or Finance staff when appropriate.
• Create and reports monthly on Complaints received by the Company.
• Ensure that all relevant training is provided to Client Service Reps to ensure they are equipped to provide a high level of Customer Services to our customers.
• Monitor Client Service Representative performance and deliver monthly KPI reports to each CSR. 
• Perform all duties inherent in the role of Team Lead as defined by the Company which includes participation in: the hiring process, taking corrective/disciplinary actions when appropriate, performance reviews, and the training and development of subordinates.
• Interact with customers regarding placing orders, status checks, rushes, warranties, follow-through on repairs/customizations, distributing and providing pricing.
• Process orders and liaison between Operations, Audiology, Shipping, Finance to ensure that customer requirements are met.
• Provide product information and respond to customer inquiries to the Company’s customers via phone, email, website.
• Offer software and technical support for the Health Care Professionals.
• Provide guidance/instructions on care and use of hearing instruments to the Company’s customers where appropriate. 
• Collaborate with Sales Reps to maintain positive relations with some of the Company’s key accounts.
• Occasional travel may be required (domestic and international). 
• Foster and maintain an inclusive, team-oriented work environment that promotes collaboration, accountability, and continuous improvement. 

Educated and Related Experience

• High school diploma or equivalent is required. Post-secondary diploma or degree in sales, customer service, business administration or related field is preferred.
• Minimum of 5 years customer service or help desk experience.
• 2+ years experience as a Team Leader or Senior Customer Service or equivalent
• Excellent verbal and written communication skills to interact with customers.
• Professional/effective telephone and email etiquette.
• Experience using Microsoft Windows program software
• Excellent knowledge for Hearing Aid Software Programming programs
• The ability to think logically with some degree of technical flare.
• Bilingualism is an asset (English/French).

Position Details

Problem Solving/Judgement and Decision Making:

Works on assignments that are semi-routine in nature. Generally, follows established processes and procedures, however can exercise decision-making when determining which issues to escalate to more senior employees or manager. Some issues or problems can be moderately complex and must exercise sound judgment and follow established processes and procedures to achieve resolution.

Supervision Received:

Primary reporting relationship is typically to the Manager, Client Services. Assignments are performed under general supervision, normally receiving instructions on routine work and new assignments.

Supervision Exercised:

Responsible for supervising and providing guidance to Client Services Associates.

Internal and External Contact:

Routinely interacts with other team members in the Client Services, Audiology, Pediatrics and Sales teams. Regular contact with non-management and management staff in Accounting, Operations, and Distribution forroutine assignments. Daily interaction with customers.