Bilingual Customer Support Team Lead
London, ON Autodata is currently looking for a Bilingual Customer Support Team Lead (VIP) to join our team! Position Overview: The Bilingual Customer Support Team Lead VIP position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees as well as their direct contribution as a Bilingual Customer Support VIP representative. Developing and implementing workflows and measuring team performance are an important part of the role. Staff training, mentorship and fostering positive team culture are also key elements. Core Job Duties and Responsibilities: Develop and motivate an inspiring team environment with culture of open communication People management: Develop training, analyze skill sets and performance Set clear goals and measure success Conduct one-on-ones with team members to help learn, raise/address concerns and align priorities Motivate and develop team members and assess performance through reviews, team meetings and ongoing coaching and mentoring Manage scheduling and assignments Engage employees to create a great place to work and ensure a positive environment Communicate project goals and priorities and manage to that Develop strategies to fill operational gaps and execute improvement plans Develop and maintain gold standard customer service practices Answer team questions and facilitate solution focused discussions across within and across departments Act as an escalation point for support center agents and be responsible for providing assistance and direction to the agents and/or escalating cases to other program teams and working with those teams to resolution Resolve internal and external conflict, quickly and effectively Collaborate with internal and external partners to manage cases and support center operational activities Research, develop, maintain and document workflow processes and required documentation to support the operational support center activities. Includes knowledge base, job aids, and any other required documentation Establish deadlines for various components in order to achieve the completed projects by designated due date Delegate tasks and responsibilities Providing information to other functional teams and management, including discussions and reporting Provide ad hoc reporting of the Digital Support Center operations/activities Develop in-depth understanding of client needs and establish a cohesive, trusting client relationship. Understand the overall program needs and be able to execute and provide deliverables Travel onsite to OEM client and other office locations to present status updates Field incoming help requests from end users via telephone, email and trouble ticket system in a courteous manner Handle domain change requests Coordinate the launch of new websites and changes from web provider to another Troubleshoot Inventory, Incentive and Imagery issues. Resolves these issues when possible or coordinate the problem resolution with various technical experts Qualify, research, diagnose, prioritize, escalate and resolve issues with urgency Document all client interactions, errors and suggestions in CRM and trouble ticket systems Education, Experience and Qualifications: French Bilingual mandatory, verbal and written. Quebecois French, Francophonie strongly preferred Proven track record of building and managing teams of employees Available to work flexible shifts: Mon Fri. 8am 8pm EST, stat holidays and overtime as needed High level of tact, professionalism, diplomacy and negotiation skills required at all times Excellent interpersonal, effective verbal and written communication skills Ability to work in a fast-paced, rapidly changing environment where high client expectations exist Outgoing, enthusiastic and self-motivated who can multi-task, adapt to shifting priorities and can complete tasks on time with a high yield Strong problem-solving skills; good prioritization, logical and critical thinking, good attention to detail Microsoft Office and/or Google Suite Domain Management, familiarity with XML databases, FTP experience, website design/build are assets Working knowledge of MS Office tools, CRM tools and Trouble Ticket reporting tools Dealer / Automotive experience is an asset Post-secondary education in Marketing, Digital Marketing Support, IT field or equal working experience Proven senior level performance and leadership qualities Autodata Solutions is headquartered in London, Ontario with offices in Portland OR, Troy MI and Minneapolis MN. At Autodata Solutions, we transform complex data into marketing and sales solutions for the automotive industry. Founded in 1990, it is our mission to provide solutions that increase the effectiveness of the automotive sales chain and help put vehicles in consumer's driveways. Together with our aligned brands ChromeData (the industry's unparalleled resource for accurate, timely and complete vehicle data) and UnityWorks (the industry's premier provider of retail video marketing), we develop technologies that enable our industry partners to optimally support and promote the sale of vehicles, parts and services. For more information about Autodata, please visit our company website at www.autodatasolutions.com We thank all applicants for their interest however only those selected for an interview will be notified. Autodata Solutions is an equal opportunity employer. We are compliant with AODA legislation; if you require accommodations during the recruitment & selection process, please specify.