Description:
The Region's Customer Contact Centre operates on an 18 hour, 7 days per week, 365 days per year basis.
You will be accountable for:
- Willingness and availability to work an assortment of scheduled shifts between 4:00PM - 1:00AM Monday to Friday; 7:00AM – 1:00AM Saturday & Sunday, Holidays and Peel Region closures.
- Adherence to the schedule and call quality
- Customer centric model, providing our residents with an exceptional customer experience, via phone, email, chat and social media
What you will do in this role:
- Respond tactfully and diplomatically to a large volume of incoming telephone calls, emails and tweets in a timely and courteous manner
- Develop an accurate understanding of all call types in order to direct calls to specific program areas
- Document and maintain accurate records in the appropriate system or database
- Document requests for service using a variety of systems in a Windows environment
- Use of computerized knowledge base systems to provide accurate and complete information
- Facilitate customer care concerns within escalation protocols
- Take personal accountability for job performance and quality i.e. meeting or exceeding contact centre targets, this includes areas such as accuracy, quality and adherence to work schedule
- Participate in and receive feedback/coaching during call quality assessment sessions
- Be accountable for calls/emails/chats/tweets and always meet/exceed customer service levels
- Adhere to corporate policies, practices, standards and other pertinent legislation such as MFIPPA, PHIPA, etc.
- Actively participate in team meetings
- Collaborative team player and be able to work independently
- Perform other duties as assigned