Call Centre Reps
Permanent Remote | Ontario, Canada
Description
Working in a call center environment, you will be responsible for answering calls, and texts, within skill-set assigned queues providing timely responses to Member inquiries and requests, managing call flows in conjunction with navigating multiple screens simultaneously.
- Provide first call resolution to address all Member concerns and/or discrepancies while balancing empathy and urgency in each interaction.
- Deliver exceptional customer service by taking a Member-centric approach to call handling.
- Diffuse heightened issues by integrating a solutions-oriented approach, that maintains a balance between member and business needs, to proactively problem solve.
- Escalate complaints through channels of Resolution Centre, Relations, Team Advisors/Supervisors for resolution handling when necessary.
- Perform other job-related duties as assigned.
Qualifications
- Completion of post-secondary education.
- 911 Emergency and Call Centre Communications diploma an asset.
- Minimum 2 years of customer service experience.
- Excellent communication skills both written and verbal.
- Demonstrated abilities to multitask in a fast-paced environment.
- Ability to navigate multiple computer screens and systems, including Google Maps.
- High comfort level with phone systems and technology.
- Excellent knowledge of Ontario/Manitoba roadways and highways.
- Must have dedicated high-speed hard-wired internet connection (Wireless HUBS are not acceptable) and a distracted free workspace.
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