Customer service representative - call centre

• Work Term: Permanent
• Work Language: English
• Hours: 40 hours per week
• Education: Secondary (high) school graduation certificate
• Experience: 3 years to less than 5 years
• or equivalent experience

Work setting

• Relocation costs not covered by employer
• Business
• Private company, corporation or industry
• Pest control service company

Tasks

• Develop communication strategies
• Evaluate communication strategies and programs
• Implement communication strategies and programs
• Produce informational materials to increase awareness of services available
• Train staff
• Advise clients on advertising or sales promotion strategies
• Answer written and oral inquiries
• Gather, research and prepare communications material
• Address customers' complaints or concerns
• Answer inquiries and provide information to customers
• Arrange for billing for services
• Arrange for refunds and credits
• Explain the type and cost of services offered
• Issue receipts and other forms
• Maintain records and statistics
• Obtain and examine all relevant information to assess client feedback, enquiries and complaints in the delivery of meaningful information and services.
• Order office supplies and maintain inventory
• Perform general office duties
• Receive and log complaints
• Receive payments
• Explain procedures, risks and benefits to clients
• Maintain and manage digital database
• Answer clients' inquiries and provide information
• Consult with clients after sale to provide ongoing support
• Provide staff training

Computer and technology knowledge

• Database software
• Internet
• MS Excel
• MS Windows
• MS Word
• MS PowerPoint
• JD Edwards
• MS Office
• Spreadsheet
• Google Drive
• ServiceNow
• Zendesk
• Electronic mail
• Information technology

Type of experience

• Call centre

Industrial processes and products experience

• Quality assurance and control

Specialization or experience

• Specialized environmental skills and knowledge
• Employee engagement

Security and safety

• Criminal record check

Transportation/travel information

• Public transportation is available

Work conditions and physical capabilities

• Attention to detail
• Fast-paced environment
• Tight deadlines
• Work under pressure
• Repetitive tasks

Own tools/equipment

• Internet access

Personal suitability

• Punctuality
• Client focus
• Efficient interpersonal skills
• Excellent oral communication
• Excellent written communication
• Flexibility
• Organized
• Reliability
• Team player
• Initiative
• Judgement
• Ability to multitask
• Dependability
• Honesty
• Quick learner

Screening questions

• Are you authorized to work in Canada?
• Do you have experience working in this field?
• Do you have the equipment you need to work from home (like internet and a workspace)?
• Do you live near the job location?

Employment terms options

• Day
• Weekend
• Overtime available

Health benefits

• Dental plan
• Disability benefits
• Health care plan
• Paramedical services coverage
• Vision care benefits

Financial benefits

• Group insurance benefits
• Life insurance
• Registered Retirement Savings Plan (RRSP)

Other benefits

• Deferred Profit Sharing Plan (DPSP)
• Free parking available
• Learning/training paid by employer
• On-site amenities
• Other benefits
• Paid time off (volunteering or personal days)
• Team building opportunities
• Parking available
• Wellness program

Support for persons with disabilities

• Provides physical accessibility accommodations (for example: ramps, elevators, etc.)
• Offers mentorship, coaching and/or networking opportunities for persons with disabilities
• Applies accessible and inclusive recruitment policies that accommodate persons with disabilities

Support for newcomers and refugees

• Recruits newcomers and/or refugees who were displaced by a conflict or a natural disaster (for example: Ukraine, Afghanistan, etc.)
• Supports newcomers and/or refugees with foreign credential recognition
• Provides diversity and cross-cultural trainings to create a welcoming work environment for newcomers and/or refugees
• Does not require Canadian work experience

Support for Veterans

• Offers mentorship, coaching and/or networking opportunities for Veterans
• Recruits Veterans and other candidates with military experience through targeted hiring initiatives (for example: job fairs, outreach programs etc.)
• Offers flexible onboarding options to allow Veterans to gradually adapt to the civilian workplace (for example: gradually increasing hours and responsibilities, etc.)

Support for Indigenous people

• Provides cultural competency training and/or awareness training to all employees to create a welcoming work environment for Indigenous workers

Support for mature workers

• Applies hiring policies that discourage age discrimination
• Offers phased retirement options that allow mature workers to gradually reduce their workload (for example: flexible or reduced work hours, part time employment, project-based or seasonal work, etc.)
• Offers phased re-entry options for mature workers who are returning to work after retiring (for example: gradually increasing hours and responsibilities)
• Provides workspace accommodations, such as age-appropriate ergonomic considerations, to meet the physical needs of mature workers (for example: adjustable desks and chairs, accessible parking, etc.)
• Offers resources to help mature workers plan their retirement (for example: financial planning, access to pension and benefits, lifestyle adjustments, etc.)

Supports for visible minorities

• Applies hiring policies that discourage discrimination against members of visible minorities (for example: anonymizing the hiring process, etc.)
• Provides diversity and cross-cultural training to create a welcoming work environment for members of visible minorities