Customer Service Team Lead

Royfossthornhill; Markham; Hybrid; CAD 60,000 - 65,000; Full time

Benefits offered by this job

Competitive compensation

Employee team building and social jobs

Learning and development programs

Growth potential

Employee discount programs

Foss purchase and service program

Employee referral and recognition

Job summary

Foss Group of Companies is seeking a motivated Customer Service Team Lead to join the CSG team in a full-time hybrid role. You will lead onboarding, training content creation, and weekly training sessions to elevate client services and team performance.

The ideal candidate brings strong communication, presentation, and organizational skills, with experience in hybrid environments and Microsoft Office proficiency. Competitive compensation and development opportunities are offered.

Qualifications

• Strong presentation and communication skills.
• Self-motivated, organized, and able to work independently in a hybrid environment.
• Proficiency with Microsoft Office.
• Effective problem-solving and decision-making abilities.
• Strong organizational and time-management skills.

Responsibilities

• Onboard and integrate new employees into the team.
• Handle day-to-day customer service support and assist account managers with shared accounts.
• Provide initial internal support to other client service team members and operational staff.
• Give regular feedback on performance expectations and results to new employees.
• Collaborate with management to identify projects and needs and implement solutions.
• Monitor daily workflows and allocate resources effectively.
• Ensure adherence to company policies, procedures, and service standards.
• Escalate complex issues to management when required.
• Address performance concerns and support corrective action plans as needed.
• Coordinate backup team coverage to maintain operational continuity during absences or peak periods.

Skills

Presentation skills

Communication skills

Organization

Independent work

Microsoft Office

Problem solving

Time management

Resource coordination

Tools

Microsoft Office

Job description

Welcome to Foss Group of Companies — Where Values Drive Everything We Do

For over 60 years, the Foss Group of Companies has been a leader in the automotive industry, home to two trusted brands: Roy Foss and Foss National Leasing. Our success is driven by our incredible team. These are dedicated and passionate individuals who embody our core values daily, building a reputation for excellence in retail, fleet, service, and innovation.

At Foss Group of Companies, we are guided by five principles:

• Glad to be here – We show up with positivity and pride.
• Sweat the small stuff – Details matter, and we get them right.
• Show up for each other – We succeed as a team.
• Walk the talk – We lead by example.
• Set the standard – We raise the bar.

We are proud of the long-standing relationships we've built with our clients, customers, and our team members. When you join Foss Group of Companies, you're joining a company that leads with heart, acts with integrity, and invests in your growth. If you want a workplace where your impact is celebrated, you've found your next move.

Salary Range: $60,000 - $65,000/yearly

About The Current Open Role

We are seeking a motivated and experienced Customer Service Team Lead to join the CSG team in a full-time hybrid role. The ideal candidate is passionate about training, communication, and operational excellence, with the ability to create engaging learning content and deliver impactful weekly training sessions.

What We're Looking For

• Support onboarding and integration of new employees.
• Day to Day customer service support (addressing customer inquiries in assigned times, helping account managers with shared accounts, prepare selector quotes, new vehicle orders, customer requested reports, and other client requests as needed) to new and existing customers.
• Be the initial internal support to other client service team members and/or operational staff.
• Provide regular feedback regarding performance expectations and results to new employees.
• Collaborate with management and operational teams to identify projects and needs. Identify operational challenges and implement solutions.
• Monitor daily workflows and resource allocation.
• Ensure team adherence to company policies, procedures, and service standards.
• Escalate complex issues to management when required.
• Address performance concerns and support corrective action plans when required.
• Recognize and promote high levels of performance and accountability.
• Identify operational challenges and implement effective solutions.
• Coordinate and manage backup team coverage to maintain operational continuity during absences, peak periods, or staffing shortages.

What You'll Bring

• Strong presentation and communication skills
• Self-motivated, organized, and able to work independently in a hybrid environment
• Proficiency with Microsoft Office
• Effective problem-solving and decision-making capabilities.
• Strong organizational and time-management skills.
• Ability to prioritize tasks and manage competing demands.
• Strong workload planning and resource coordination skills.

What We Offer:

• Competitive compensation and benefits package.
• Employee team building and social events.
• Learning and development programs for all team members.
• Growth potential within our organization.
• Employee discount programs.
• Foss purchase and service program.
• Employee referral and recognition programs.

Our Commitment to Equal Opportunity

At Foss Group of Companies, we are dedicated to creating a workplace where everyone feels welcome and has the opportunity to thrive. We believe that a diverse and inclusive team is not only our strength, but it also drives innovation and helps us better serve our customers and community.

We are proud to be an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, or disability. Our commitment to equal opportunity extends to all aspects of employment, including hiring, training, promotion, compensation, and benefits.

Foss Group of Companies is committed to providing an inclusive, accessible work environment. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.

We are committed to fostering a culture of fairness, equity, and respect for every employee and applicant.

Should you have any questions or concerns, you can reach out to [e-mail].