Client Care Team Lead

Steele Auto Group

47d•$40,000 - $50,000•Onsite

About The Position

At Steele Auto Group, work is more than a job. It is a chance to inspire positive impact through every interaction, every vehicle, every journey. Our people are at the heart of it all, because everything we do is driven by you. Your passion. Your purpose. Your potential. Steele Auto Group is seeking a motivated Client Care Team Lead to join our growing team, as this will be for a new position with our organization. Location: Onsite at Steele Mazda St. John's This position may be required to travel within the Steele Auto Group dealership network in the St. John's region. The ideal candidate will have previous Team Lead experience and will be responsible for overseeing daily operations, supporting a team of customer service representatives, and ensuring that performance goals are met or exceeded. As a Team Lead, you will play a crucial role in driving team success, providing coaching and mentoring, and fostering a positive and productive work environment. For this position there will be a focus on team development and leadership, as well as a concentration on the operational and day-to-day duties. This opportunity provides a progressive call center environment, that incudes NO WEEKENDS, NO EVENINGS and NO OVERNIGHT SHIFTS!!! The hours of operation are Monday to Friday 8:00 am to 5:00pm. Wage is comprised of 3 components, Base Wage + Position Premium + Bonus!!! With a total Cash compensation of $40,000 to $50,000!!! Why You will Love Working with Steele Auto Group: At Steele Auto Group, you are not just joining a company; you are joining a community where you will be empowered to exceed expectations and develop your full potential. We believe in rewarding hard work and supporting every part of your journey. That is why our Total Rewards package is built to help you thrive, physically, financially, and emotionally. Depending on your role and employment type (full-time, part-time, or term), eligible employees can look forward to, some or, all the following: Steele Auto Group is committed to creating a workplace where your talents are recognized, your growth is championed, and your potential is limitless. We invest in our people, promote from within, and foster a fair, inclusive, and opportunity-rich environment. As part of this commitment, we ensure that every candidate feels valued and supported throughout the recruitment process. If you are contacted for an interview and require accommodation, please let us know. We are here to support you in every step of the way.

Requirements

Proven experience in a call center environment, preferably in a leadership role with 3 years of experience.
Strong leadership, interpersonal skills, and emotional intelligence.
Excellent communication and problem-solving abilities.
Ability to work under pressure and manage multiple priorities.
Strong coaching skills and the drive to help people succeed in their roles.

Responsibilities

Dealership Management Systems (PBS) Support: Build/maintain guides/campaigns to support CCC/dealership marketing efforts as directed by the CCC Manager. Generate and produce in-depth analysis on guide/campaign success, CSI (Customer Satisfaction Index) initiatives, etc.
Team Leadership: Guide, mentor, and develop call center agents to achieve their performance goals.
Process Developer: Onsite driver to develop the Steele Group CCC process within the Newfoundland dealership network.
Performance Management: Monitor and evaluate team performance, providing feedback and coaching, as necessary.
Customer Experience: Ensure high levels of customer satisfaction by maintaining quality service standards.
Operational Efficiency: Recommend processes to CCC Manager to improve efficiency and productivity.
Training and Development: Identify training needs and work with department Managers to organize and develop training sessions.
Problem Resolution: Address escalated customer issues and ensure timely and effective resolution.
Reporting: Generate and analyze performance reports to identify trends and areas for improvement.

Benefits

100% Matched Retirement Savings Plan – Put your future at ease with our employer-matched RSP plan, with a maximum of 4% after just 3 months and a maximum of 5% after 5 years!
Flexible Health & Dental Plans – Choose from six cost-shared plans tailored to your lifestyle. Affordable, dependable coverage for the people who matter most. Enjoy peace of mind knowing you and your family are covered.
Mental Health & Wellness Support – 24/7 confidential support for you and your family through EFAP.
Employee Discounts – On vehicle purchases, parts, and service at any of our locations.
Work Boot Reimbursement – Reimbursement immediately, no waiting required!
Access to Steele University – you will get engaging, role-specific training, learn anytime anywhere, track your progress, and earn rewards as you grow your skills!

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