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Team Lead (Client Support)

Dexter, MI
Expired: June 13, 2023 Applications are no longer accepted.
  • Full-Time
Company Overview

Through development of advanced technology, our mission at Opus IVS is to assist customers with complex vehicle repair to drive advancement of the automotive industry. We strive to fulfill our mission through innovation, integrity, and best in class customer service.

Opus IVS technology & products have been a leader in the industry since the late 90’s. We eliminate the uncertainty of repairing complex vehicle systems with our OE (original equipment manufacturer) level tools and brand-specific support technicians who are OE trained and certified. Our variety of products and services are used in over 50,000 facilities around the world.

At Opus IVS, we offer our employees a host of additional compensation and benefits, including but not limited to college tuition reimbursement, flexible work option (where applicable), competitive 401K match, commission/bonuses, referral bonuses, and career advancement opportunities.

Job Overview

This position is the direct report for vehicle services personnel. Team Lead acts as a subject matter expert regarding process and brand awareness for their specific group.

  • Follows the direction dictated by the Call Center Manager/Supervisor – Client Support
  • Works with Supervisor – Client Support to develop, coach, support and evaluate the team:
    • Provide timely feedback and coaching
    • Evaluate and coach back customer service skills to assure consistent quality
    • Foster/mentor a consistent positive, cooperative, courteous, and professional attitude
    • Create and deliver performance reviews
    • Manage attendance
    • Partner with HR & Supervisor on disciplinary action as necessary
    • Recognize and reward excellent team performance
  • Be visible and available to vehicle services team members; interacting with the team as much as possible through team meetings, one-on-one meetings, etc.
  • Works with other Team Leads to ensure consistent messaging
  • Participate in service delivery to maintain skills and ensure team metrics are met
  • Ensure employees have the necessary training and job aids to perform their job responsibilities
  • Act as subject matter expert for the Opus IVS products/services and OEM software
  • Collaborates with other departments to ensure appropriate coverage
  • Handle escalated phone calls
  • Keeps SOP documentation updated in a timely manner
  • May act as Manager/Supervisor on duty on occasion
  • All other duties as assigned
Skills & Abilities
  • Proficient in Microsoft Office 365
  • Superior customer service skills
  • Strong problem-solving capabilities
  • Proven ability to communicate effectively both verbally and written communication with customers and stakeholders
  • Ability to multi-task
  • Strong knowledge of the challenges involved in customer support
  • High School diploma or GED required
  • 5 to 7 years’ experience as an automobile technician for various brands
  • Automotive Repair experience/education
  • OEM scan tool experience is preferred
Preferred Qualifications
  • OE/Dealer level diagnostic and programming experience
  • ASE Certification(s), I-Car, and ALLDATA
  • Collision automotive experience
  • Spanish speaking ability is a plus but not required
  • ADAS experience
Physical Requirements
  • Must be able to hear on a telephone and at times with others speaking
  • Work is in a temperature-controlled office

Preferred Location: Dexter, MI but will consider Remote as secondary option



Dexter, MI
48130 USA



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