Customer Service Lead

Individually we are people, but together we are Solus Canada. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence. Backed by one of Canada’s leading insurance brands the Aviva AutoCare Centre, Powered by Solus is an innovative new collision repair facility that is transforming the customer experience. We’re not just fixing vehicles – we're removing barriers and helping our customers get back to what matters most, faster and easier than ever before.

Why Join us?

• Be part of a visionary team challenging traditional ways of working
• Work in a brand, new facility equipped with state-of-the-art tools and technology
• Enjoy a healthier, more comfortable work environment with modern amenities
• Help shape the autobody shop of the future

We are looking for a Customer Service Lead to inspire and mentor our front-line and customer service teams to excel in delivering exceptional customer experiences at our collision repair facility in Cambridge. You will share joint responsibility for the site, ensuring that any people-related issues or concerns are promptly addressed. You will foster a culture of accountability and teamwork, where every member is dedicated to enhancing the customer experience.

Your role will be pivotal in ensuring that our customers' needs are at the heart of our operations. By achieving high levels of customer satisfaction and mastering the principles of customer experience management—including customer insight, leadership, brand integrity, and employee engagement—you will help shape how our business operates.

Does this sound like an exciting challenge? Come be a part of this milestone as we embark on this ground-breaking journey together!

What You’ll Do:

• Find opportunities that promote customer satisfaction or process improvement
• Deliver on promises made to our customers to ensure they will be without their vehicle for the shortest possible time
• Lead and promote effective communication within the team and with customers
• Develop initiatives that promote performance or process flow improvements through the removal of waste activities
• Develop, manage and maintain relationships with external suppliers and internal business areas
• Lead and promote a collaborative culture within the site
• Lead and provide guidance and encouragement to all site staff enabling them to work to their maximum potential
• Resolve complaints while understanding the reason for failure
• Identify and monitor employee training needs, deliver coaching and ensure appropriate training is delivered as required
• Motivate and recognize and colleagues and have succession and retention plans in place
• Identify risks or barriers to achieving Solus Canada’s goals, take ownership of issues through to resolution or further escalation, and assist the team to resolve issues themselves
• Recruit, retain and onboard employees
• Conduct performance reviews and development of talent with the team

What You’ll Bring:

• Post-secondary education
• 2-5 years of proven leadership experience with outstanding coaching skills
• Valid driver’s license
• Knowledge of insurance principles (considered an asset)
• Commit to an environment of continuous improvement
• Good understanding of the end-to-end claims process and industry operating practices and systems
• Strong knowledge of automotive/equipment preventative maintenance, refurbishment, and repair practices and procedures
• Strong customer-focused background combined with excellent organizational, time management, and interpersonal skills
• Proven ability to multi-task effectively in a fast-paced environment
• Exceptional communication and conflict resolution skills
• Outstanding customer service abilities
• Strong financial acumen

What You’ll Get:

• The salary band for this position is $75,000 to $85,000 (please note that individual salary is determined by factors such as job-related knowledge, skills and experience, as well as internal equity).
• Competitive annual base salary that reflects your skills, experience, job-related knowledge and relevant qualifications
• Medical and dental benefits
• Eligibility for annual bonus – actual amount depends on your performance and Aviva AutoCare Centre
• Various retirement savings options including participation in optional group RRSP
• Competitive vacation package
• We offer exceptional career development opportunities
• We’ll support your professional development education
• Uniforms will be provided based on your role
• Clean and safe work environment, including on site showers and break room
  

Please note that we may use AI tools to help us through the recruitment process. This is a new position which has been posted externally.

Aviva Canada/Aviva AutoCare Centre has an accommodation process in place to provide accommodations for employees with disabilities. If upon commencement of employment you require a specific accommodation because of a disability, please contact your Talent Acquisition Partner so that an appropriate accommodation can be arranged. This process applies throughout your career with Aviva AutoCare Centre.

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