Customer Service Representative

Description:

Call Centre duties:

• Answers and directs large volumes of calls in English and French that are received by the WSIAT.
• Utilizes the WSIAT's case management system and other resources to determine the appropriate party to transfer calls to.
• Takes messages, records them to forward to the appropriate staff member, and/or takes action as required.
• Provides first level of response in English and French to general or case-specific telephone inquiries using the WSIAT's case management system, website and other resources.
• Works in a call centre environment, answers phone calls, follows a call quality model and responds to inquiries by:
• Ensuring adherence to service excellence and business drivers such as opening and closing calls using a standard greeting, recording call details, accurately completing templates and taking other appropriate action.
• Uses tact, diplomacy and professionalism with the ability to provide excellent client service in sometimes confrontational situations.
• Maintains sensitivity to security and confidentiality requirements when discussing and releasing information.
• Directs clients to ministries and other government agencies and service providers as required.
• Provides general information such as addresses, office hours, website and contact information, forms, appeal status, and general WSIAT processes.

Reception duties:

• Greets and checks-in hearing participants and other visitors.
• Works in a reception environment, follows a client service quality model and responds to inquiries by:
• Ensuring adherence to service excellence and business drivers such as opening and closing inquiries using a standard greeting, recording inquiry details, accurately completing templates and taking other appropriate action.
• Uses tact, diplomacy and professionalism with the ability to provide excellent client service in sometimes confrontational situations.
• Verifies identification, directs individuals to the appropriate hearing room, and assists those who may need help entering or finding their hearing room.
• Records hearing attendance.
• Informs the Scheduling Department when parties to scheduled hearings are absent or late.
• Notifies the assigned Vice-Chair/Panel of any unexpected attendees, such as observers or other interested parties, who may need special permission to attend the hearing.
• Prepares for hearings by reviewing the Hearing Schedule and other material in the WSIAT's case management system to see if there are any flags on the file relating to security, police attendance, special handling instructions, or other special circumstances (e.g. accessibility assistance required). Keeps notes secure and confidential.
• Assists Vice-Chairs and Panel members that request special assistance, and provides any last-minute assistance as required.
• Tidies the reception area, and keeps supplies of forms, brochures, and pamphlets stocked for use by visitors.
• Receives, assists and provides customer service to visitors at reception in English and French, including creating visitor badges, answering inquiries, and providing general information about the WSIAT.
• Refers visitors to Library staff for research assistance, or other WSIAT staff for assistance if required.
• Directs visitors to ministries/other government agencies and service providers, utilizing phone lists and other resources, as appropriate.
• Redirects couriers and delivery people to the Mailroom, as required.
• Contacts security when needed.