Customer Service Representative

Description:

• Respond tactfully and diplomatically to a large volume of incoming telephone calls, chats, emails and tweets in a timely and courteous manner as per SLA
• 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 applications
• Use of knowledge base systems to provide accurate and complete information
• Facilitate customer service 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 satisfaction surveys, quality and adherence to work schedule
• Participate in and receive feedback/coaching during call quality assessment sessions
• Be accountable for calls/chats/emails/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 yea

What the role requires:

• Minimum High School diploma plus a minimum of one (1) year of customer service/call centre experience, or a combination of education and experience may be considered
• Previous inbound call centre experience is preferred
• Salesforce or other comparable Customer Relationship Management (CRM) software experience preferred
• Five9 cloud-based phone system experience is preferred