Customer Service Representative

Position Overview

Primary Responsibilities

• Respond to customer requests and inquiries via telephone, email, and live chat sessions
• Provide a high-quality experience for our customers
• Multi-task ticket and chat resolution in a timely fashion and with proper spelling / grammar
• Achieve first contact resolution while resolving user questions and issues
• Support our customers with professionalism, politeness, positive tone, and the utmost courtesy
• Gather customer information to understand their needs and refer them to the correct documents or tools available on our website
• Utilize internal support tools and systems to assist customers and document interactions
• Stay up to date on website improvements and process changes
• Achieve individual and team metrics / objectives for key performance indicators such as contact volume and quality
• Partner with Legal, Marketing and Development teams to be the "Voice of the Customer"
• Work with the escalation team to resolve higher level inquiries

Knowledge and Skill Requirements

• 2+ years of experience in a contact center or customer service role
• Experience managing high volume of customer interactions, including handling billing or refund-related inquiries, would be beneficial
• Effective verbal and written communication skills, with an emphasis on active listening
• Accurate and efficient typing skills (minimum proficiency of 45 words per minute)
• Dependable attendance and punctuality. Reliability is critical.
• Well-versed in using computers, smartphones, and tablets, with strong ability to navigate software, applications, and digital tools efficiently
• Ability to cover for team members on vacation and work rotating statutory holidays
• Well-developed interpersonal and organizational skills with the ability to efficiently multi-task
• Willingness to adhere to policy, take direction, and follow through on tasks to completion
• Ability to focus on contact metrics and team goals
• Good web browser knowledge (Chrome, Edge, Firefox, Safari, printing options etc.)
• Ability to diagnose customer's issues and provide appropriate advice. Demonstrate good problem-solving skills.
• Present a calm and positive attitude in customer interactions
• Reliable transportation
• Ability to work in a contact center office environment
• Fluency in English is essential. The ability to communicate in either Spanish or French would be considered an asset.