Job description

Description

At Levata, we are passionate about empowering your journey with us, helping you thrive in an environment filled with endless opportunities for growth. We combine visionary thinking with actionable strategies to deliver exceptional results. Join us and be part of a dynamic team that turns complexity into clarity, providing our customers and partners with valuable insights and impactful solutions.

We are seeking a Lead Customer Service Rep to be responsible for leading the overall relationship between their client, carrier, and dealer. As a key figure in client management, this role ensures that all contractual commitments and service levels are being met or exceeded. The primary focus of this role is client satisfaction, but as a lead, it also requires taking charge of a team of two including performance, guiding junior staff, and continuously improving the service experience.

This is a fully remote role, and the timings are 8 am to 4 pm EST.

What You’ll Do:

As the primary interface between the client and Levata, this role is responsible for the following key service measurements:

Customer Relationship: Lead communication efforts with clients, ensuring exceptional service delivery and long-term satisfaction.
Contract Management: Oversee and ensure the proper management and execution of client contracts and service level agreements (SLAs).
Problem Solving & Planning: Take a leadership role in problem resolution, offering strategic solutions to meet the client’s evolving needs.
Tracking & Reporting: Supervise and mentor team members in tracking client service metrics and ensure accurate reporting.
Service Level Management: Manage and elevate service levels for the client base, including day-to-day operations as well as escalation management.
Manage Issues Escalated from Tier 1 Helpdesk: Lead in the escalation process, working to resolve complex issues effectively and efficiently.
Team Oversight: Lead a team of two Customer Service Representatives, ensuring that all tasks are completed efficiently and to the highest standards.
Day-to-Day Services: Oversee and assist in mobility activations, cancellations, and suspensions.
Incident Management: Supervise the use of ticketing systems for incident management, repair, and logistics, providing guidance where needed.
Review and Report: On a weekly and monthly basis, lead reviews of open and closed tickets with the client, providing actionable insights and strategic recommendations.
Develop Opportunities for Service Expansion: Lead the identification and development of opportunities to expand service offerings, including potential new service level agreements (SLAs).
Leadership in Reporting: Develop and present strategic reports to the client’s executive team, ensuring alignment with client goals.
Continuous Improvement: Identify and implement process improvements, both within your team and in client service delivery.
Professional Conduct: Maintain a high degree of professionalism, courteousness, and leadership in every client interaction.
Core Values: Lead by example, living and promoting OCR Canada’s Core Values.

What You’ll Need:

Education: OSSD High School Diploma required.
Experience: Previous leadership experience in customer service or a related field is preferred.
Skills: Microsoft Office training experience is an asset.

What We Offer: