Customer Care Representative Tier 2 Lead with Confidence, Solve with Precision – Empower Your Team, Manage with Care! This Full-time, in-person role at our Windsor Tepperman’s location, offering an immediate opportunity to join our team and fill a current vacancy. Why Work For Us We offer job stability like no one else, as we an over 100-year-old family-owned company. We provide competitive wages and pension-matching program. We offer a competitive annual incentive bonus and top it off with unbeatable staff discounts and other perks. We have a comprehensive benefits package with extended health care, critical illness coverage & life insurance. Who You Are As a Customer Care Representative Tier 2, you are an experienced customer care professional with over 3 years in a call center environment, preferably in retail. Your expertise in de-escalation and managing high-pressure situations allows you to maintain calm and deliver solutions even in the toughest of circumstances. You are well-versed in Tepperman’s Delivery, Sales, Exchange/Refund, and Service policies and procedures, ensuring you provide accurate and reliable guidance to both customers and colleagues. You have a strong aptitude for technology, particularly with Storis and Microsoft Office applications such as Teams, Outlook, and Word. Your ability to effectively create, manage, and resolve service files is matched only by your attention to detail and efficiency in handling a variety of tasks. Whether it's monitoring internal queues or processing VCD claims, you thrive in an environment where multi-tasking and problem-solving are key. Your communication skills are exceptional, both in writing and over the phone. You have a professional telephone manner and are comfortable managing a multi-line phone system. Whether you're responding to customer emails, actioning podium messages, or coaching your peers, your passion for customer service shines through. You approach every task with a positive attitude, always striving to deliver the best possible outcomes for both customers and the business. Overview: Reporting to the Customer Care Manager, the Customer Care Representative Tier 2 will encompass job assignments inclusive of management of customer service files, escalations, and internal priority queues in the Customer Care department, as well as facilitating high priority communications between Customer Care and other internal and external stakeholders. Roles & Responsibilities Reporting to the Customer Care Manager, Customer Care Representative Tier 2 is responsible for: Drive success of pod via escalation support and coaching of assigned triage reps (x2) Oversight and management of assigned files/tickle list Ensure VCD Claims are accurately processed for all closed files Manage internal priority and priority truck queues as assigned in schedule De-escalate customers and prevent escalations from reaching management Monitor inbound queue wait times and assist if required Assist management in identifying and remediating recurring issues and/or process inefficiencies observed through the digital communications channels Provide assistance with inbound priority truck queue if all other agents are occupied. Qualifications 3+ years experience in a call center environment preferably in retail Experience in customer de-escalation strongly preferred Strong Storis aptitude and demonstrated experience effectively creating and managing service files Thorough knowledge of Tepperman’s delivery, sales, exchange/refund, and service policies and procedures Exceptional verbal and written communication skills Proficiency in Microsoft Teams, Outlook, and Word Ability to manage a moderate file load requiring a variety of different treatments and resolutions Ability to effectively solve problems Professional telephone manner and etiquette Exceptional communication / interpersonal skills Knowledge of a multi-line phone system Strong attention to detail Positive and passionate attitude/ customer service focus Time management What Makes Us Different At Tepperman’s we prioritize employee growth and development, offering opportunities for training and advancement within the organization. We foster a collaborative and inclusive work environment where all team members’ contributions are valued and recognized. Join us and be part of a team dedicated to excellence in financial services. Visit our website at www.teppermans.com/career to learn more and apply! We are an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Please advise us, if you require an accommodation, and we will work with you to meet your needs. This posting uses artificial intelligence tools to help screen and assess applications based on the job requirements.