Client Services Representative, Contract

The Client Service Representative is responsible for handling inbound requests (phone/email/ mail) from customers (external/internal), vendors, brokers and agents, for active, non-delinquent contracts, and preparation or processing of all paperwork related to these requests, also for participation in team or cross-functional initiatives and other duties as required. The position reports to Client Services Team Leads and the Manager of Client Services.

Find out more here about how you can unleash your full potential at DLL!

Day to day

This position will participate in the corporate goal of a 24-48 hour response time to meet service level expectations and ensure that the highest level of customer service is delivered to all customers.

Specific Accountabilities:

1. Inbound Calls 

• Respond to customer questions and inquiries regarding their active contracts, and review and resolve any issues (within guidelines)
• Interact with Vendors and End User customers
• Warm transfer calls as required to other DLL staff members
• Ensure turnaround time is met; advise Manager or Team Leads if it is in jeopardy
• Participate in department and cross-functional initiatives

1. Administrative Functions

• Respond to customer or vendor queries regarding active contracts, and resolve cases as related to the inquiry
• Review contracts and investigate as required to determine scope of more involved issues, to take necessary action and prepare required paperwork to resolve or correct customer issues
• Manage individual caseload a daily basis, following up on open cases; managing SLA’s on new cases

Measurables:

• Respond to customer inquiries and resolve customer issues
• Ensure that the team goals are met including 24-48 hour first touch approach
• Incorporate a customer-centric, first-time right approach to all interactions
• Respond to customer escalations and communicate solutions appropriately.

All members enjoy

• Two working days per year volunteering for a local charity
• Bonus plan
• Remote working from home opportunities
• Flexible hours
• Career development opportunities: online learning, member development programs, Tuition reimbursement program.
• Outstanding Medical, Dental, Vision and Paramedical benefit programs 
• Employer paid defined contribution pension plan
• Industry leading Vacation package
• Subsidized Gym membership programs
• Employee Referral program
• Open concept modern working environment

• Click this link for an overview of all the benefits in your region

 “We lead the way in meeting the need for flexibility and transparency which our customers increasingly expect”

Essentials:

• Minimum College diploma in business or administration, or equivalent customer service experience
• Minimum of 1-2 years customer service experience
• Bilingualism (French/English) is considered and asset, but not required
• Strong interpersonal as well as written and verbal communication skills
• Must be self-directed, decisive and goal oriented, and comfortable working in an empowered work environment with established goals/expectations and limited step-by-step direction
• Strong relationship building skills and a team player
• Strong organizational and planning skills
• Strong aptitude for working with numbers coupled with a basic knowledge of accounting practices
• Ability to work in a very fast-paced environment
• Experience working in CRM platforms

Choose wellbeing

DLL’s wellbeing ambition is to educate, equip and empower members to build connections, manage their mental, emotional, physical and financial wellness and maintain balance between work and the other priorities that make up their lives. 

Our four wellbeing categories are as follows:

• Connection – Build meaningful connections with other DLL members

• Health – Manage mental, emotional and physical health

• Finance – Provide learning opportunities to help members achieve personal financial health

• Lifestyle – Maintain balance between work and life priorities

There are things that matter to our members and the wellbeing of our members matters to DLL.

Settling In

At DLL, we are many things. We are team members, family members, and community members. We are members of society, members of different cultures and nationalities. Members of change. We each have different beliefs, different passions, different viewpoints, talents and interests. We come from different backgrounds, cultures, nationalities and histories.

But for all of our differences, we share one thing in common: each of us are members of DLL.

Our company was founded in the Netherlands. But today we are truly a multinational business. Our unique culture is rooted in higher collaboration, less hierarchy and honest directness that enable us to integrate, ideate and innovate across country lines.

Many companies say they are European, American, Asian or Australian, at DLL we are all these places and more.

We are a cross-culture collaborative – an interconnected network – that comes together every single day with one goal in mind: Partnering for a better world.

Good to know

Desired Primary Work Location: Burlington, ON

Applicable pay range

$42,241.00 - $67,861.00

Additional factors that may be used to determine your actual pay include your specific skills, years of relevant experience you possess, and other work-related qualifications. Many candidates may start in the bottom half of the applicable pay range, especially those with less experience or qualification.  

This position is subject to the terms of DLL’s compensation plans and policies. Further, the position includes all other benefits provided to DLL employees, including healthcare benefits, vacation, sick leave, parental leave, possible discretionary bonuses, and all other benefits that are subject to eligibility. 

• Deadline for application: Wednesday, August 26, 2026

• The selection process may involve an assessment.

• Applications via email will not be reviewed. Please apply online via our career website: www.workingatdllgroup.com

• DLL’s referral program applies

• #LI-AK1

• For more information, please contact our Talent acquisition partner April Kim via [email protected]

DLL appreciates the time you spend applying to our openings. We advise only those who qualify for an interview will be contacted. Hiring is subject to the successful completion of a background check.

DLL is an equal-opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If contacted for an employment opportunity, please advise Human Resources if you require accommodation in accordance with our values and all applicable legislation. 

DLL, a great place to build your career

DLL is a global asset finance company that partners with manufacturers, dealers, distributors, and end users to facilitate access to equipment and technology. Headquartered in Eindhoven, the Netherlands, we operate in over 25 countries, offering financial solutions across various industries. We are also a 100% subsidiary of our parent company Rabobank, one of the world’s largest financial companies. Join our community of over 6.000 members from 75 nationalities! At DLL, our unique culture — shaped by our values (We put our customers first -Together we achieve more-You can count on me - I challenge myself and others to grow) and behaviors that define us — is at the heart of everything we do.

We offer exciting job opportunities where you feel welcomed, respected and empowered to be your authentic self and share your best ideas. At DLL, we believe in the strength of our diverse perspectives and experiences, which make our global community thrive.

You’ll receive competitive pay, generous benefits, health and wellbeing support, and manage your work-life balance through our hybrid working flexibility.

Our global operations offer you a variety of development opportunities and we encourage you to take on new challenges across our departments, businesses and regions.

Our company strategy emphasizes our commitment to sustainable business and making social impact is part of that as well. Together, we’ll “Partner for a better world” to make a positive impact. Joining DLL, means joining a company that consistently scores higher than the industry average in Employee Engagement surveys. This is also being acknowledged through many Great Place to Work certificates. People who work at DLL, like DLL. 

Join us in Partnering for a better world!