Senior Customer Service Representative

Join LendCare — one of Canada’s fastest-growing point-of-sale financing providers and a proud part of the goeasy family. At goeasy, our people and culture are the heartbeat of everything we do, and we’re proud to be recognized for it. We’ve earned prestigious accolades including being named one of Canada’s Top Growing Companies, certified as a Great Place to Work®, and recognized among the Best Workplaces for Women and for having one of the Most Trusted Executive Teams, and included on TIME Magazine’s 2025 list of Canada’s Best Companies. These achievements speak to our commitment to building an inclusive, high-performance culture where people thrive and innovation drives us forward. 

At LendCare, we do more than provide financing — we help Canadians access life’s essential moments. Whether it’s healthcare, home improvement, powersports or retail purchases, we deliver fast, flexible financing solutions that make it easier for people to move forward with confidence. Backed by cutting-edge technology and a customer-first mindset, we’re redefining how Canadians pay for what matters. If you’re driven to create real impact, join us and help empower people to live life on their terms — one approval at a time. 

We are in search of a Senior Customer Service Representative who will act as trusted escalation points and provide guidance to ensure exceptional customer experiences. This role combines advanced problem-solving with team support and leadership responsibilities.

Why work with us?   

• Leverage our RRSP match and Employee Share Purchase Plan programs.  
• Employee discounts on furniture, electronics, and appliances.  
• Access 24/7 healthcare with Virtual Doctor Appointments.  
• Personalize your benefits with a customizable package including options for 100% coverage.  
• Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.  
• Celebrate properly, with your birthday off PAID! Along with paid vacation and personal days.   
• For complete picture of total rewards, please click here.

Day in the life of a Senior Customer Service Representative: 

• Investigate, analyze, and respond to Leadership Ticket queue requests and emails
• Review and follow up on complaint tracking, BBB complaints, and other escalated customer issues
• Handle specialized cases including Bank Error letters, refund requests, settlement letters, cancellation letters, and credit card ticket resolutions
• Provide live floor support by answering questions, assisting new hires with system navigation, and supporting training initiatives
• Conduct side-by-side call listening and shadowing during new hire incubation periods
• Respond to customer email tickets within the general queue
• Provide phone support during peak periods as required
• Serve as the primary point of contact for leadership on weekends on a rotational basis

What we are looking for: 

• At least a year of experience in customer service in a call center environment is required
• Strong problem-solving and analytical skills
• Excellent communication and interpersonal abilities
• Ability to manage multiple priorities in a fast-paced environment
• Experience in handling escalated customer issues and mentoring team members
• Full-time availability with the ability to work in our head office in Pickering, ON

Additional Requirements for Internal Candidates:

• You must have been in your current role for 9 months.
• Have the endorsement and support of your current manager.
• Must not be currently under corrective action or within 6 months of any previous corrective action.
• Must be achieving or exceeding the required level of individual performance in your current role.

Diversity, Inclusion, and Equal Opportunity Employment:  

 At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. goeasy is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. As an equal opportunity employer, we are committed to providing accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process. Please let the talent acquisition team know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.  

 Additional Information: All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.   

 We thank all interested applicants; however, we will only be contacting those for interview who possess the skills and qualifications outlined above.