The Lead Customer Service Associate serves as a front-line leader responsible for delivering exceptional customer service while providing guidance, support, and direction to customer service team members. This role assists with daily operations, resolves escalated customer concerns, supports training and development efforts, and helps ensure service standards, productivity goals, and company policies are consistently met.

The Lead Customer Service

Associate serves as a front-line leader responsible for delivering exceptional customer service while providing guidance, support, and direction to customer service team members. This role assists with daily operations, resolves escalated customer concerns, supports training and development efforts, and helps ensure service standards, productivity goals, and company policies are consistently met.

Customer

Service & Support Deliver outstanding customer service through professional and timely interactions. Handle complex customer inquiries, complaints, and escalations. Resolve customer issues efficiently while maintaining a positive customer experience.

Monitor service quality and ensure adherence to established service standards. Serve as a point of contact and resource for Customer Service Associates. Provide coaching, mentoring, and day-to-day guidance to team members.

Assist with onboarding and training of recent employees. Promote a positive, collaborative, and customer-focused work environment. Support management in communicating policies, procedures, and operational updates.

Operations & Performance Assist in coordinating daily workflow and staffing coverage. Monitor individual and team performance metrics. Identify opportunities for process improvements and increased efficiency.

Ensure accurate documentation of customer interactions and case resolutions. Support compliance with company policies, procedures,



and confidentiality requirements. Reporting & Administrative Support Prepare and maintain service reports and operational records as needed.

Track customer satisfaction trends and recommend solutions to improve performance. Assist management with special projects and departmental initiatives. High school diploma or equivalent required; associate's or bachelor's degree preferred. ~2-4 years of customer service experience. ~ Proficiency with customer relationship management (CRM) systems and Microsoft Office applications. ~ Ability to work in a fast-paced environment and manage multiple priorities.

Strong customer service orientation. Ability to use a computer and standard office equipment. Customer satisfaction scores. Team productivity and quality performance. Compliance with company policies and service standards.

Employee engagement and development support.

Reports To: Customer Service Manager This posting is for an existing vacancy. 23 - $25 CAD Paid Time Off: Full time: Part time/temporary: PTO amounts may increase based on tenure and/or the assigned account.

Bonuses: Are available for employee and client referrals for current employees. Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre-Tax Plans, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts,



401k w/ matching, and Entertainment Discounts. SPS is a global workplace solutions and business transformation company operating in more than 20 countries .

Across North

America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings. Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies. At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law. We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

SPS team members may use transcription or note-taking technology solely to support accurate interview documentation. SPS uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities.

If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time. #

📌 Lead Customer Service & Delivery Representative (Toronto)
🏢 SPS
📍 Toronto