Description:
We are currently recruiting for both Full Time and Part time positions. Please mention your shift preference with your application.
KEY ACCOUNTABILITIES
- Build positive, collaborative relationships with all points of contact including customers, team members and management.
- Consistently apply and leverage developed procedures and processes to effectively answer customer inquiries, resolve issues and manage customer expectations.
- Ensure resolution of their question, issue or concern in a timely manner.
- Provide accurate and reliable delivery information to customers.
- Review customer account information during each call to ensure accurate and current data. Update system information as required and obtain any missing information as needed.
- Validate customer account information to ensure corporate compliance with Privacy Information guidelines.
- Escalate customer questions, concerns or issues as needed and facilitate the customer’s transition to a new internal contact to ensure resolution of their issue and ensure customer service standards are achieved and exceeded.
- Dispatch Delivery calls after hours.
- Ensure that any emergency or escalation has been resolved and delegated properly and that the appropriate emergency protocol has been followed.
- Document all customer phone calls to ensure that quality customer service is being provided.
- Situations that are outside standard guidelines are escalated to the Customer Experience Manager, the Delivery Manager or Service Manager.
- This role has an indirect impact on safety. Responsibilities include identifying and escalating possible safety issues or concerns to ensure immediate resolution.
QUALIFICATIONS
- Post-secondary degree or diploma or equivalent experience.
- One (1) year previous customer service experience, preferably in a telephone contact environment.
- Work collaboratively as a positive contributing team member, as well as independently.
- Exceptional Customer Service skills with strong organizational skills
- Excellent communication skills, both oral and written.
- Attention to detail required ensuring accurate capture of customer data, as well as comprehension of complicated and varying customer needs.
- Ability to multi-task, using several computer systems at once
- Computer literacy, specifically Microsoft Offices Outlook and Excel is required.
- Previous experience with ADDS or similar Billing/Ticketing system would be an asset.
- Flexible shift availability (available to work any shift between 6:00 a.m. to 11:00 p.m.) and weekends
- Bilingual (French/English) is an asset