Customer Service Representative

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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