Customer Support Team Lead

Job Description:

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 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:

• Assuring that daily scheduling of team reps are 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
• 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 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 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 support website
• Manage and measure work; effective process management abilities with a focus on continuous improvement
• Create/host training session 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 ability 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 the 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.