Job Description:
Customer Service Representative Community Connections Division Contract Duration: 12 Months Part-Time; 25 hours/week Number of positions to be filled: 7 We are looking for energetic, customer focused candidates who are looking for their next opportunity to join our team in helping serve residents in Peel. You will be accountable for:
Must be willing and available to work an assortment of scheduled shifts between 7:00am to 8:00pm, Monday to Sunday
Adherence to the schedule and quality information
Providing our residents with an exceptional customer experience
Our service delivery business unit is the frontline contact for Region of Peel programs, services and other corporate wide initiatives. The Region's Customer Contact Centre operates on a 18 hour, 7 days per week, 365 days per year basis. Responsibilities:
Respond tactfully and diplomatically to a large volume of incoming telephone calls, emails and tweets in a timely and courteous manner
Develop an accurate understanding of all call types in order to direct calls to specific program areas
Document and maintain accurate records in the appropriate system or database
Document requests for service using a variety of systems in a Windows environment
Use of computerized knowledge base systems to provide accurate and complete information
Facilitate customer care concerns within escalation protocols
Take personal accountability for job performance and quality i.e. meeting or exceeding contact centre targets, this includes areas such as accuracy, quality and adherence to work schedule
Participate in and receive feedback/coaching during call quality assessment sessions
Be accountable for calls/emails/tweets and meet/exceed customer service levels at all times
Adhere to corporate policies, practices, standards and other pertinent legislation such as MFIPPA, PHIPA, etc.
Actively participate in team meetings
Collaborative team player and be able to work independently
Perform other duties as assigned
This position requires flexibility in scheduling to meet demands of the business during the year.
Qualifications:
Minimum High School diploma plus a minimum of one (1) year of customer service/call centre experience
Previous inbound call centre experience is preferred
Collaborative team player and be able to work independently
Strong keyboarding and data entry skills
Proficient in MS office Suites and computer savvy with technology
Exceptional communication skills, both verbal and written to deal with customer inquiries
Ability to work well under pressure, problem solve and deal with stressful situations
Ability to assess calls, identify issues and respond quickly and appropriately
Must have strong time management and organizational skills
Demonstrated ability to adapt to change in a fast-paced service delivery environment
Ability to exercise care and good judgment in correctly transferring calls
Salesforce or other comparable Customer Relationship Management (CRM) software experience preferred
Five9 cloud-based phone system experience is preferred
Comfortable with chat, e-mail and Twitter
Click Here to apply.