POSITION OVERVIEW:
A Customer Service Representative Level 3, or CSR, will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints.
The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
DUTIES AND RESPONSIBILITIES:
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Identify opportunities to generate sales
- Build sustainable relationships of trust through open and interactive communication with customers
- Monitor market conditions in relation to competitors
- Follow all company procedures, communication guidelines and policies
- Must lead weekly production meetings by providing customer related feedback, current production demands along with other Customer Service Representatives
- Manage large amounts of incoming phone calls
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Keep records of customer interactions, process customer accounts and file documents
- Provide accurate, valid and complete information by using the right methods
- Meet personal/customer service team sales targets and call handling quotas (if applicable)
- Work with the Quality Department on the handling of customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Enter and complete Sales Order and Work Orders based off of customer's requirements and specifications via purchase orders
- Following up with Production of customer orders to ensure delivery dates are being met.
- Ensuring that the customer requested documentation are completed, this includes Packing Lists, COC’s, MTR’s, Country of Origin’s etc.
- Estimate product costs using the Estimator tools provided
- Complete any related tasks as specified by Management
QUALIFICATIONS:
- 1-3 years previous experience required
- Strong phone contact handling skills and active listening.
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Strong written and computer-based knowledge
- Ability to multi-task, prioritize and manage time effectively in a fast-paced environment
- Post-secondary education is preferred
- High school diploma or equivalentnt
SKILLS AND ABILITIES
- Strong Customer Service/Communication skills
- Presentable at all times
- Product Knowledge
- Quality Focus
- Market Knowledge
- Documentation Skills
- Listening Skills
- Phone Skills
- Resolving Conflict
- Multitask
- Patience
- Negotiation
- Positive Attitude
- Attention to Detail
- People Oriented
- Analysis
- Problem Solving
- Organizational Skills
- Adaptability
- Ability to Work Under Pressure
- Must be able to work independently
Job Type: Full-time
Pay: $20.00-$22.00 per hour
Benefits:
- Extended health care
- Flexible schedule
Ability to commute/relocate:
- Edmonton, AB: reliably commute or plan to relocate before starting work (required)
Education:
- Secondary School (preferred)
Experience:
- customer service: 1 year (preferred)
- Customer Support & Client Services Occupations: 1 year (required)
Language:
Work Location: In person
