About Vista Services
Vista Services is more than just a financial partner – we are helping communities, the people that live within them and the local contractors that service the area. Our dealers are experts in the water heater, HVAC, and residential infrastructure sector. Having both ownership from local management and an infrastructure fund managed by an award-winning investment manager, we are a well-capitalized company growing organically, geographically and by acquisition.
Job purpose/mandate
Reporting to the Manager of Customer Success, the Team Lead of Customer Success plays a key leadership role within Vista’s Customer Success team, which serves as the first point of contact for our thousands of valued customers. The Team Lead is responsible for guiding day-to-day team operations, supporting escalations, mentoring and onboarding team members, and contributing to quality assurance and performance standards.
Duties and Responsibilities
People Management:
- Provide daily leadership, technical guidance, direction, training and motivation to the staff.
- Establish and maintain positive working relationships and open, timely two-way communications with customer service team, resolve issues and provide performance feedback.
- Coordinate with management to provide ongoing performance coaching and training to customer service team.
- Communicate priorities, benchmarks & goals, and delegate job tasks as appropriate to ensure timely completion.
- Responsibilities include interviewing, hiring, and training employees; scheduling, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; conducting staff meetings; addressing complaints and resolving problems.
- Monitor daily service levels, queue performance, response times and productivity metrics to ensure operational targets are consistently achieved.
- Manage workforce productivity including scheduling adherence, call quality, case resolution timelines and workload balancing.
- Analyze trends in call volumes, customer concerns and team performance to proactively identify opportunities for improvement.
- Ensure SLAs and customer service standards are consistently met or exceeded.
- Conduct regular coaching sessions, call reviews and performance discussions to support employee development and continuous improvement.
- Foster a high-performance, customer-focused culture through recognition, accountability and ongoing feedback.
Customer Service Centric:
- Observe and review employee interactions to ensure customers receive a consistent, professional and best-in-class service experience. Be the “Voice of the Customer” within Vista Credit and with the customer outside of Vista Credit.
- Provide assistance to customers related to all of Vista Services and direct customer contacts as required.
- Monitor and take ownership of escalated complaints and ensure proper resolution and follow-up.
- Take ownership of escalated customer concerns and ensure timely resolution while balancing customer satisfaction and company policies.
Cross-Functional Collaboration:
- Partner with Vendor Services, Collections, Renewals and Contract Administration to maintain a strong knowledge level and understanding of the needs of the business to drive positive change with the Customer in mind.
- Maintain excellent customer service relationships with internal and external customers.
- Collaborate with cross functional departments such as Billing, Accounting, and Accounts Payable team.
- Uphold and embody company values in all work and interactions, contributing to a positive and supportive team culture
Reporting & Measurement:
- Report on representatives call volumes, abandoned calls etc.
- Make process improvement decisions based on data as well as feedback from customers and staff.
- Assist in identifying, developing, evaluating and implementing new processes or procedures to improve the customer experience by evaluating: service levels, cost reduction opportunities and reducing the complexity of work.
- Monitor and report on key operational metrics including call volumes, abandonment rates, service levels, productivity, customer satisfaction and resolution times.
- Use reporting and analytics to identify trends, improve efficiencies and enhance the customer experience.
- Drive continuous improvement in customer satisfaction metrics including CSAT, quality assurance scores and first-contact resolution.
Knowledge and Skills
- 3 years relevant work experience.
- Sound knowledge of process management, business and operational functions including financial solutions and concepts.
- Proficient in software tools including MS Office and internet applications.
- Tactful and diplomatic communicator, able to exchange ideas and information with customers, partners and management in a concise and logical way.
- Strong organizational, prioritization and time management skills in a fast-paced environment.
- Results-oriented leader with the ability to motivate teams and drive operational excellence.
- Ability to influence and build strong working relationships across all levels of the organization.
Competencies
Leadership Skills - Superior at managing teamwork-flow to ensure productivity and efficiency by matching responsibilities to strengths of each team member.
Interpersonal Skills – Strong ability to communicate to prospective clients and teammates. Has a pleasant, patient and friendly attitude.
Problem Solving Skills - Effective problem-solving skills that lead to innovative solutions. Initiative – The ability to foresee opportunities and act on them, rather than passively accepting what is.
Negotiation Skills - Strong ability to balance the needs of the customer with the needs of the company providing flexibility for optimal results.
Champion continuous improvement initiatives that enhance operational efficiency, employee effectiveness and the overall customer experience.
Other
- This is a permanent, full-time position representing a genuine, existing backfill vacancy. No artificial intelligence are used in the recruitment or selection process
Pay: $55,000.00-$60,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care
- Wellness program
- Work from home
Experience:
- Customer Service Leadership: 3 years (required)
Location:
Work Location: Remote
