Customer Support Team Lead

EWS Group; Markham; On-site; CAD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a dedicated Team Lead for their Club Support Team. This role offers a unique opportunity to oversee and motivate a dynamic group while ensuring client satisfaction and team objectives are met. You will engage in daily operations, manage team performance, and foster a collaborative environment that encourages innovation and growth. The organization emphasizes internal career advancement and provides a supportive workplace culture filled with opportunities for professional development. If you thrive in a fast-paced setting and are passionate about customer service, this position is perfect for you.

Benefits

Employee Success Programs

Departmental Outings

Company Holiday Parties

Private On-Site Staff Fitness Facility

Beach Volleyball Courts

Staff Fitness Challenges

Qualifications

• Bachelor’s degree or college diploma required.
• Customer service experience in software industry preferred.
• Experience managing a team is essential.

Responsibilities

• Oversee support team and ensure objectives are met.
• Manage daily scheduling and monitor client service agreements.
• Mentor team members and assist in their career growth.

Skills

Customer Service

Team Management

Communication Skills

Organizational Skills

Problem Solving

Flexibility

Education

Bachelor’s degree / college diploma

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft Access

Microsoft PowerPoint

Job description

Team Lead, Procedural Team page is loaded

Team Lead, Procedural Team

Apply locations Canada - Markham - Ontario time type Full time posted on Posted 4 Days Ago job requisition id R43938

Job Details:

Team Lead Club Support

Jonas Software – Club Division

Looking for a rewarding career in a company that gives you opportunities for advancement? Enjoy working in a fast-paced, team environment that challenges you every day? Then, we want to meet you!

We are looking at hiring a Team Lead to complement our Club Support Team. The primary focus will be to oversee the support team and projects related to the team to ensure that objectives are met. Due to the fact that the team is based mostly out of the Markham office, the candidate would have to be able to be in that office.

We are seeking a dedicated professional Customer Focused individual to join our team on a full-time basis. The successful candidate will be an integral part of the Support Team in a high growth organization and will be responsible for participating in the day-to-day processes of the team, including but not limited to delegation of tasks, managing and motivating your direct reports, process management to ensure objectives and client satisfaction are being met. We are looking for a true people person that is approachable but at the same time not afraid to push back and challenge people so they can grow. We offer excellent career growth opportunities, benefits package, and a great business casual working environment.

JOB RESPONSIBILITIES

Reporting to the Manager of Customer Support, the core responsibilities of the position are to:

• Assure that daily scheduling of team reps is being followed
• Assist in making sure Client Service Level Agreements are being met by the team
• Review Client Survey Responses for reps weekly
• Monitor incoming D/A calls and ensure reps are available to answer calls
• Monitor activity on procedural boards. Manage and move calls as necessary
• Monitor team phone calls to ensure quality and provide coaching tips
• Keep ongoing list of high priority calls within the team. Ensure these calls are progressing
• Meet with team reps once a week to discuss ongoing issues and communicate any information necessary
• Review calls that have not been updated 2-3 days and ensure reps are making progress. (Backlog management)
• In cases of high call volume, jump in and assist with client calls and issues
• Act as escalation point for client issues. Will need to have knowledge of all products procedurally in order to assist team reps in troubleshooting. Being able to offer technical advice is an asset
• Mentor team members to assist in growth and career planning
• Write and deliver performance reviews
• Develop direct reports ensuring fairness and managing diversity; hiring and staffing as required; show managerial courage when making difficult decisions; demonstrate compassion while using well-developed command skills; create an environment that motivates direct reports to learn and grow their abilities
• Liaison between other Club departments, such as Web/Sales/Development
• Review and escalate issues that are submitted as action items. Ensure all details have been logged and issues have been tested/investigated to the full extent of the team’s capabilities. Keep an ongoing list of issues, prioritize and submit list to key individuals for a weekly discussion
• Review documents submitted for Knowledge Base submission for accuracy and relevance
• Manage aspects of the support website
• Manage and measure work; effective process management abilities with a focus on continuous improvement
• Create/host training sessions if necessary on topics for the team
• Promote and support an environment of innovation and creativity within the team and division

JOB QUALIFICATIONS:

• Bachelor’s degree / college diploma
• Customer service experience preferably in the software industry
• Experience managing a team or group of individuals
• Outstanding communication skills (oral and written)
• Outstanding organizational skills
• Able to manage multiple priorities and deliver quality results on time; approachable and able to maintain composure under pressure
• Ability to get results in a fast-paced environment
• Experience in Golf Club Industries, Hotel, or other related Hospitality Industries would be a definite asset
• Flexibility to work non-traditional 9-5 shifts
• Proficient in Microsoft Word, Excel, Outlook, Access, and PowerPoint
• Technical aptitude a plus

Business Unit:

Jonas Club

Scheduled Weekly Hours:

37.5

Number of Openings Available:

1

Worker Type:

Regular

More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia, New Zealand, and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

Is This You?

About Us

Jonas Club Software provides innovative, industry-leading solutions for the club business.

That’s what we do, but how we do it is what matters. Every interaction we have with a client is crucial to their overall experience. These interactions include sales calls, training sessions, support processes, and even the client experience when using our products. To put it simply, in order for us to deliver great client interactions, we need the best people all working together to deliver the ultimate in client experience. This is why we work so hard to find the right people to join our team.

Before you apply for an opening with Jonas Club Software, here are a few things that you should know:

We’re here for the long term:

• Jonas Club Software is a subsidiary of Constellation Software Inc. which is publicly traded on the Toronto Stock Exchange (TSX: CSU). This ensures our financial stability, and gives us the ability to focus on long-term objectives.
• We’re the largest provider of software, communication, and service solutions to the club industry, and every year we acquire new clients and deliver innovative solutions.

We love employee success:

• Internal growth is a strong focus within our business. We hire the best, and want to see them succeed. That’s why we love to promote from within, and offer multiple professional development initiatives for our employees.

We believe in having fun:

• Customer Service Excellence Celebration Weeks
• Departmental Outings
• Company Holiday Parties
• Private On-Site Staff Fitness Facility
• Beach Volleyball Courts
• Staff Fitness Challenges
• Much More

Jonas Club is an Equal Opportunity Employer.

If you need accommodation for a disability at any stage of the application process or want more information on our accommodation policies, contact recruitment at [e-mail] or 905-470-4600

Jonas Club is part of a CSI group of companies.