Customer Care Representative

Description:

• Respond to all front-line initial customer inquiries and issues and try to ensure a first response resolution
• Escalate customer issues that require more in-depth assistance to the appropriate internal party and execute timely follow-ups
• Provide immediate support for emergencies
• Participate in regular training on products and services, customer service, corporate and operations policies, as well as company initiatives to remain knowledgeable on all AlarmForce products and services to effectively support new and existing customers
• Concisely record all issues and resolutions into client relationship software (SBN)
• Perform to meet and exceed all monthly performance metrics (Quality, Dependability, and Productivity)
• Engage in monthly performance review/coaching sessions with Customer Care Supervisor

Education and Experiences:

• High School Diploma with equivalent work experience
• Post-Secondary Education, preferred
• Experience in a customer service environment, a valuable asset
• Knowledge of telephony features, communications management systems and automatic dialers, an asset
• Experience in quality assurance or customer loyalty in a call center, a valuable asset

Qualifications and competencies:

• Excellent communication (both written and verbal) skills
• Strong probing and problem-solving skills to work with customers to provide best resolution possible
• Ability to work independently and under close supervision
• Able to build value added relationships over the phone with customers quickly
• Solid team player, willing to assist when required
• Aptitude to multi-task
• Capable of working in a fast-paced environment
• Proficient with MS Office Suite (Word, Excel, Outlook, etc.)

Working Conditions:

• Must be available to work afternoons, evenings, weekends and statutory holidays