Customer Service Representative

Description:

Responsibilities:

• 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 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
• This position requires flexibility in scheduling to meet demands of the business during the year.

Qualifications:

• Minimum High School diploma plus a minimum of one (1) year of customer service/call centre experience
• Previous inbound call centre experience is preferred
• Collaborative team player and be able to work independently
• Strong knowledge of computers, applications and cloud-based technology
• Proficient in MS office Suites, data entry and accuracy
• Exceptional communication skills, both verbal and written to deal with customer inquiries
• Ability to work well under pressure, problem solve and deal with stressful situations
• Ability to assess calls, identify issues and respond quickly and appropriately
• Must have strong time management and organizational skills
• Demonstrated ability to adapt to change in a fast-paced service delivery environment
• Ability to exercise care and good judgment in correctly transferring calls
• Salesforce or other comparable Customer Relationship Management (CRM) software experience preferred
• COVax and VAB experience is preferred
• Five9 cloud-based phone system experience is preferred
• Comfortable with chat, e-mail and Twitter