Consultations available by video and phone with electronic signatures.

Team Lead Customer Service Agent

Company Information

Farber is an independent business advisory firm that provides practical solutions to complex financial and operating problems. We have a reputation for responsiveness and a track record of helping our clients achieve their objectives and overcome challenges.

We successfully partner and work with the leadership of North American companies, their advisors, lenders and other professionals. Our diverse team of business-savvy professionals operate seamlessly to provide services across the areas of restructuring, financial, human capital, and consulting.

With offices in Toronto, across Ontario, and Vancouver, Farber is positioned to advise businesses across Canada. Our global alliance extends our reach and provides opportunities in North America, Europe, Asia, Africa, and beyond, reflecting the increasingly global nature of business. Established in 1979, Farber continues to grow by fostering an unparalleled collaborative approach and by actively aligning interests with our clients.

Making business work better, together.™

 

For more information, please visit: www.afarber.com

 

Position Summary

Your primary responsibility as the Team Lead Customer Service Agent will be to respond to incoming calls from both existing clients and potential new clients. Calls from the former are more of transactional nature while calls from new clients require selling capability and some industry knowledge for which you will be trained. Your secondary responsibility will be to support your supervisor in managing the staff with respect to scheduling.

The hours of work are: Monday to Friday: 10:00-6: 30 pm (On Occasion a Saturday shift may be required—must be willing to work at least one Saturday per month).

You may be required to work alternate hours during your initial training period.

 

Major Responsibilities 

  • For potential new clients, your primary objective is to book the client an appointment with our Debt Solutions Managers. Part of this involves some high-level screening to ensure that our service offerings fit the client’s needs, selling the benefits of our services and dealing empathetically with the client.

  • For calls from existing clients your primary responsibility is to efficiently respond to their enquiry as to the status of their file.

  • Support the team manager by scheduling and organizing shift patterns for other team members to ensure that customers are never left unattended to

  • Understand all organization’s services, procedures, and guidelines and communicate them to all team members

  • Keep track of attendance, daily statistics, paid time off, sick time etc.

  • Appropriately document every call in our information systems

  • Answer team member questions where appropriate or where you are unable to deal with a specific question, you will refer these situations to the team Manager

  • Perform administration tasks as assigned (this could include data entry, callbacks to confirm upcoming appointments, rescheduling appointments, communicating with the client via email etc.)

  • Provide prompt responses and solutions for the satisfaction of clients by monitoring the queue and tracking inbound calls

  • Develop, maintain and apply the learned knowledge of our specialized industry

  • Promote a strong working relationship with team members to maximize productivity and customer satisfaction

  • Keep team members aware of inbound calls, calls waiting, abandonment rate etc. and encourage them through positive communication and feedback

  • Communicate via email and text to potential clients

  • Achievement of weekly team targets

  • Other duties as may be required.

 

Education 

  • College Diploma

 

Qualifications/Experience

  • 4-5 years of prior customer service experience

  • Experience working in the financial industry and/ or call center (an asset, not a requirement)

  • Experience in managing small teams of people

 

Knowledge, Skills and Ability 

  • Excellent customer service skills

  • Team leadership experience • Excellent problem solving skills

  • Excellent communication skills, both oral and written

  • Ability to be empathetic to the client

  • Assisting the client to book an appointment and managing multiple calendars

  • Excellent listening skills

  • Strong relationship building skills; able to manage multiple relationships

  • Detail oriented and organized

  • Committed

  • Must be a team player

  • Highly motivated with a desire to be successful; strong desire to motivate others

  • Effective time management and multi-tasking skills

  • Experience with MS Office (Outlook, Excel, Word)

 

Application Instructions

To apply directly for this position please e mail your resume directly to Human Resources, careers@afarber.com. Or fax to: 416-496-9651

Please be sure to:

  • Copy or type your resume into the body of the e mail message OR
  • Attach your resume via a file attachment in Word, PDF, HTML or plain text

 

We thank all candidates for submitting their resume, however, only those selected for an interview will be contacted.

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Farber Financial and its entities will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.