Role overview

Description

KEY DUTIES & RESPONSIBILITIES

Functioning as a core member of the Support team and reporting to the Customer Service Coordinator the Customer Service Representative will:

Be the first line of communication for our customers, as such a positive attitude and “can do” attitude are paramount
Greet customers warmly and make every customer feel like they are our number one client
Ensure client's expectations are met, resolving issues quickly, and being proactive with client needs and requirements
Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; explaining and deploying the best solution to solve the issue; expediting correction or adjustment; following up to ensure resolution
Place, follow up and close work/supply orders according to established procedures
Keep accurate records of discussions or correspondence with customers
Prepare service reports by collecting and analyzing customer information
Build and maintain relationships with new and existing accounts
Identify trends and patterns of client issues or work systems, initiate improvement or escalate to appropriate person
Provide general administrative and reception backup support
Work as a team player with fellow staff members to optimize productivity
Represent the company and what we stand for
Other duties as assigned

KNOWLEDGE & SKILLS

Demonstrated customer service skills
Bilingual - English and French a must
Ability to communicate effectively verbally and in written format with both internal and external stakeholders at all levels
Professional, courteous, approachable manner with a "can-do" attitude
Good computer/data entry skills and knowledge of Microsoft Office Software
Ability to work in a fast paced environment to accomplish multiple goals
Excellent time management and problem solving skills/ must adhere to tight deadlines/respond quickly to situations/be able to effectively execute solutions
Self-disciplined and accountable with strong interpersonal skills
Ability to work independently and as a team
Ability to multi-task, prioritize work effectively and meet multiple deadlines
Effective attention to detail and a high degree of accuracy
Demonstrated ability to deal with change, make decisions and implement creative solutions
Post-secondary education in a related field or commensurate work experience
Past customer service and/or sales experience is preferred

This is a regular, full-time position with a salary range of $42,270 - $55,000 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education and performance related to this role.

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