Position Summary:

100% ON-SITE AT OUR WATERLOO LOCATION. Perform accurate and efficient front-line contact center functions for automotive customers. Our client is a leading global automaker and mobility provider that offers clean, connected, affordable and safe mobility solutions.

Overall Responsibilities:

· Ensure service delivered to customers meets contractual Key Performance Indicator (‘KPIs’)

· Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer

· Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

· Greet customers in a courteous, friendly, and professional manner using agreed upon procedure

· Maintain basic knowledge of client products and/or services

· Prepare complete and accurate work including appropriately notating accounts as required

· Participate in activities designed to improve customer satisfaction and business performance

· Offer additional products and/or services

· Track, document and retrieve information in call tracking database

· Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Job Requirements:

· Minimum 18 years of age

· High School or secondary school diploma (or equivalent) required; College, University or post-secondary diploma (or equivalent) preferred

· At least 1 year of customer service experience; contact center experience preferred

· Positive attitude and a passion for customer care

· Patient and friendly with all types of customers

· Consistent level of professionalism and a conscientious nature

· Flexibility and adaptability to work in a fast-paced environment

· Prioritization skill to balance conflicting workload to satisfy customers under time pressure

· Strong written and verbal communication skills (good spelling, grammar; avoid slang and jargon)

· English Language proficiency

· Good telephone customer service etiquette

· Actively listens and asks probing questions to understand the customer’s needs and determine the best course of action

· Excellent verbal communication skills, responding with appropriate feedback (avoid slang and jargon) -Ability to demonstrate empathy and understanding; diplomatic, polite and apologizes where necessary

· Computer literacy - competent in Microsoft Office/Google Suite, Internet Explorer, Edge and Google Chrome (required);

· Experience with cloud-based CRM and telephony tools (preferred)

· Typing speed: minimum of 35 words per minute

· Logical approach to problem resolution: gathers facts, takes corrective actions, escalates problems at the appropriate stage

· Flexible schedule availability

· Team player, working with the team to achieve objectives, friendly and approachable even when busy

· Personifies 'willingness to help

Job Types: Full-time, Permanent

Pay: $18.00-$19.00 per hour

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Paid time off
• Work from home

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Monday to Friday
• Morning shift
• Night shift
• Weekend availability

Supplemental pay types:

• Overtime pay

Work Location: In person

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