Service Lead

Motion; Burnaby; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading mobility solutions provider in Burnaby is seeking a Service Lead to enhance client experiences and improve processes. In this role, you will prioritize customer satisfaction and collaborate with colleagues to ensure excellent service delivery. The ideal candidate has strong interpersonal skills and experience in a customer-facing role. This position comes with competitive benefits and significant opportunities for professional development.

Benefits

Comprehensive benefits package

RRSP/DPSP match program

Maternity/parental leave top-up

Employee Assistance Program

Professional Development Reimbursement

Employee Referral Bonus

Qualifications

• Experience in a fast-paced office environment or customer-facing role.
• Proficiency in Microsoft Office and ability to learn new software quickly.
• Clean criminal background check and bondable.

Responsibilities

• Enhance customer experience through direct interaction.
• Develop and track KPIs for location targets.
• Manage details of client service and ensure accurate communication.

Skills

Attention to detail

Organizational skills

Customer service

Interpersonal skills

Microsoft Office Suite

Job description

Consider joining us as a Service Lead if :

You have professional work experience and are comfortable responding to competing demands and prioritizing tasks. You have high attention to detail, strong organizational skills, and a willingness to help wherever and whenever you are needed. You can foster relationships with colleagues, professionals, and clients. You seek opportunities to enhance the lives of those around you and find satisfaction in solving problems.

About Motion :

Motion is Canada’s leading full-service mobility and accessibility solutions provider and has served communities across Alberta, BC, Manitoba, Ontario, and Saskatchewan for more than 40 years through our network of 46 locations. Our knowledgeable and caring team of experts supports individuals and those who care for them by delivering solutions that make life accessible for everyone. Our products include wheelchairs, walkers, mobility scooters, power lift recliners, lifting devices, homecare and adjustable beds, bathroom safety items, and more. Whether our clients are 1 or 100, we have products to ensure the independence, mobility, and safety of clients of all ages.

The role :

We are adding a Service Lead to our team in Burnaby. In this role, you will take ownership of our client experience and ensure our valued clients, their loved ones, and community healthcare practitioners receive excellent service. You will prioritize comfort and attention, ensuring clients feel welcome and taken care of. You will drive behind-the-scenes efficiency and processes and collaborate with colleagues in our store and warehouse.

What’s in it for you :

Growth opportunity. This is a chance to gain deep and practical insights into our industry, be involved in every aspect of what we do, and take ownership for your own success. You will learn the functionality and benefits of our products and services, and work in partnership with healthcare providers, clients, and your colleagues to ensure an exceptional client experience.

Impact. Every day provides a new opportunity to create a tangible impact on the lives of our clients. At Motion, you will find deep professional satisfaction knowing that your work matters to people in your community and beyond.

Professional development and networking. At Motion, we nurture a continuous learning and skills development environment. You will have:

• Access to our internal Learning Portal, where we have a vast library of training on our products and processes and professional development topics.
• The opportunity to work with industry leaders who will guide you on your journey and ensure you have the tools you need to succeed.
• The chance to attend industry events, including Motion’s own Rehab Expos, where you can network with vendors, occupational therapists, and your peers.

How you will spend your days :

• Enhancing the customer experience. You will meet the needs of our clients on-site, over the phone, and via email to ensure excellent service.
• Leading process improvement. You will develop and track KPIs that align with location targets. You will oversee and uphold process development and training for Technicians and Client Care Coordinators. You will become a subject matter expert in our internal inventory system.
• Collaborating and Coordinating. You will manage all the details of client service to ensure timing, information, and expectations are accurate, transparent, and communicated to all parties involved. You will follow up with clients to confirm all paperwork, such as rental agreements, quotes, and client records are complete and accurate. You will coordinate and collaborate with colleagues to ensure accurate and timely processing of orders, quotes, payments, etc. You will work closely with the Warehouse Lead to ensure inventory is up to date.

What you bring :

• Experience. You have worked in a fast-paced office environment or a customer-facing role. You are deadline driven and can prioritize and manage a myriad of tasks as they come up throughout the day, be it from clients or other team members. You are proficient in Microsoft Office Suite, comfortable navigating databases, and can learn new software quickly. You have an interest in gaining exposure to the healthcare and personal mobility device industry.
• Interpersonal skills. You love building relationships with people and you know how to work with customers to find the best solutions to fit their needs. You have professional and flexible communication skills and are comfortable responding to urgent inquiries on the phone, by email or in person - sometimes all at once. You can navigate any situation in a friendly, empathetic and compassionate manner.
• Additional must-have requirements. You have a clean criminal background check and are bondable.

What we offer :

At Motion, we are proud to provide our employees with the following competitive benefits and rewards package. We offer :

• Eligibility to a comprehensive benefits package
• RRSP / DPSP match program
• Maternity / parental leave top-up
• Employee Assistance Program and Employee Perks through Lifeworks
• Tenure recognition through our Motion Milestone Program
• Employee Referral Bonus Program
• Professional Development Reimbursement
• Eligibility to the company’s bonus plan
• Goodlife Fitness corporate membership discount