DFC Customer Service Call Center Supervisor
Top Benefits
About the role
DFC Customer Service Call Center Supervisor
Pfaff Home Office, Vaughan, ON L4K 42M6
Driveway Finance Corporation (DFC) is a modern automotive lender and part of the Lithia & Driveway (LAD) and Pfaff Automotive family, one of the largest automotive retailers in North America. DFC provides flexible, customer-focused financing solutions that support both retail and commercial clients. Our innovative approach combines technology with personalized service to simplify the vehicle financing experience. At DFC, we’re driving the future of auto finance!
The DFC Customer Service Supervisor will lead the Customer Service team and be responsible for the supervision of overall direction, coordination and execution of customer service functions and initiatives.
The DFC Customer Service Supervisor reports to the DFC Customer Service Manager.
Location: Vaughn, ON (Hybrid)
Compensation Range: $70,000 CAD - $85,000 CAD annually
Responsibilities
- This person will lead to ensure high levels of satisfaction among customers while maintaining consistency with company strategy, commitments, goals and core values
- Ensure team is meeting performance expectations by using analytics and metric reporting
- Handle difficult customer situations relating to account disputes, collections, and delinquent accounts
- Provide training and personnel development
- Ensure existing processes and documents are up to date, identify opportunities and seek enhancements and efficiencies to improve processes
- Ensure FDCPA guidelines and company policies regarding loan activity and customer contact are followed
- Maintain positive cross-departmental relationships
- Proactively communicate with manager
- Other projects and duties as assigned
Skills and Qualifications
- 2-years previous call center experience required; 3-years preferred
- 1-year prior supervisory or leadership experience required
- Basic knowledge of installment loans and various customer protection laws preferred
- Strong attention to detail
- Sense of urgency
- Excellent communication
- PC skills including knowledge and use of MS Office (Excel, Word, Windows, etc.)
Competencies
- Does the right thing, takes action and adapts to change
- Self-motivates, believes in accountability, focuses on results, makes plans and follows through
- Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results
- Thrives on a team, stays positive, lives our values
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.*
- Up to 1/3 of time: standing, walking, lifting up to 25 pounds
- Up to 2/3 of time: sitting, kneeling, reaching, talking, hearing
Pfaff Automotive Partners is an equal opportunity employer and is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation for disability during any stage of the recruitment process, please indicate this in your application.
About Lithia & Driveway
Our story began humbly in 1946, with the opening of a Chrysler-Plymouth-Dodge store across from Lithia Springs Park in Ashland, Oregon. Fifty years later, in 1996, after opening a few additional stores and training a talented team of leaders, our CEO decided the best way to give new opportunities to this incredible team was to join the public stock exchange. That’s when our mission of “Growth Powered by People” took off.
Today, Lithia & Driveway is one of the nation’s fastest-growing automotive retailers and listed as 145 on the Fortune 500 (NYSE: LAD). We own more than 300 stores supporting over 50 automotive brands and provide job opportunities for more than 20,000 people.
As Lithia & Driveway continues to grow, our success is fueled by the collective efforts, skills, and contributions of our people. We stand by our core values of taking personal ownership, improving constantly, earning customers for life and having fun in the process.
Our high-performance culture keeps one focus in mind, making the customer experience better, as we aim to meet customers wherever, whenever, and however they desire.
We offer a variety of opportunities across our hundreds of stores in the US, UK, and Canada; our Driveway, GreenCars, Driveway Finance Corporation brands as well as our home office. With positions in Sales, Service, Corporate, and Finance, we believe you’ll roll into the perfect spot at Lithia & Driveway. Join us as we continue to innovate and exceed our potential and our customers’ expectations.
Lithia & Driveway is an equal opportunity employer that is committed to inclusion and diversity.
DFC Customer Service Call Center Supervisor
Top Benefits
About the role
DFC Customer Service Call Center Supervisor
Pfaff Home Office, Vaughan, ON L4K 42M6
Driveway Finance Corporation (DFC) is a modern automotive lender and part of the Lithia & Driveway (LAD) and Pfaff Automotive family, one of the largest automotive retailers in North America. DFC provides flexible, customer-focused financing solutions that support both retail and commercial clients. Our innovative approach combines technology with personalized service to simplify the vehicle financing experience. At DFC, we’re driving the future of auto finance!
The DFC Customer Service Supervisor will lead the Customer Service team and be responsible for the supervision of overall direction, coordination and execution of customer service functions and initiatives.
The DFC Customer Service Supervisor reports to the DFC Customer Service Manager.
Location: Vaughn, ON (Hybrid)
Compensation Range: $70,000 CAD - $85,000 CAD annually
Responsibilities
- This person will lead to ensure high levels of satisfaction among customers while maintaining consistency with company strategy, commitments, goals and core values
- Ensure team is meeting performance expectations by using analytics and metric reporting
- Handle difficult customer situations relating to account disputes, collections, and delinquent accounts
- Provide training and personnel development
- Ensure existing processes and documents are up to date, identify opportunities and seek enhancements and efficiencies to improve processes
- Ensure FDCPA guidelines and company policies regarding loan activity and customer contact are followed
- Maintain positive cross-departmental relationships
- Proactively communicate with manager
- Other projects and duties as assigned
Skills and Qualifications
- 2-years previous call center experience required; 3-years preferred
- 1-year prior supervisory or leadership experience required
- Basic knowledge of installment loans and various customer protection laws preferred
- Strong attention to detail
- Sense of urgency
- Excellent communication
- PC skills including knowledge and use of MS Office (Excel, Word, Windows, etc.)
Competencies
- Does the right thing, takes action and adapts to change
- Self-motivates, believes in accountability, focuses on results, makes plans and follows through
- Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results
- Thrives on a team, stays positive, lives our values
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.*
- Up to 1/3 of time: standing, walking, lifting up to 25 pounds
- Up to 2/3 of time: sitting, kneeling, reaching, talking, hearing
Pfaff Automotive Partners is an equal opportunity employer and is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation for disability during any stage of the recruitment process, please indicate this in your application.
About Lithia & Driveway
Our story began humbly in 1946, with the opening of a Chrysler-Plymouth-Dodge store across from Lithia Springs Park in Ashland, Oregon. Fifty years later, in 1996, after opening a few additional stores and training a talented team of leaders, our CEO decided the best way to give new opportunities to this incredible team was to join the public stock exchange. That’s when our mission of “Growth Powered by People” took off.
Today, Lithia & Driveway is one of the nation’s fastest-growing automotive retailers and listed as 145 on the Fortune 500 (NYSE: LAD). We own more than 300 stores supporting over 50 automotive brands and provide job opportunities for more than 20,000 people.
As Lithia & Driveway continues to grow, our success is fueled by the collective efforts, skills, and contributions of our people. We stand by our core values of taking personal ownership, improving constantly, earning customers for life and having fun in the process.
Our high-performance culture keeps one focus in mind, making the customer experience better, as we aim to meet customers wherever, whenever, and however they desire.
We offer a variety of opportunities across our hundreds of stores in the US, UK, and Canada; our Driveway, GreenCars, Driveway Finance Corporation brands as well as our home office. With positions in Sales, Service, Corporate, and Finance, we believe you’ll roll into the perfect spot at Lithia & Driveway. Join us as we continue to innovate and exceed our potential and our customers’ expectations.
Lithia & Driveway is an equal opportunity employer that is committed to inclusion and diversity.