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Support Services Representative

4 months ago

calgary, Canada UFA Full time

Reporting to the Lead, Customer Support, the Support Services Representative (SSR) is responsible for handling inquiries from internal and external customers. The SSR is directly accountable for responding to customer inquiries in a timely and professional manner within a team-driven and fast-paced work environment. The primary role of this position is to exceed customers’ expectations with a superior service experience.

This is a 12-month term position.


KEY ACCOUNTABILITIES:


  • Provide customer support, monitor the queue, respond to queries, resolve and escalate issues
  • Build customer relationships by resolving customer issues or routing to the most appropriate Support Representative for further investigation and timely resolution
  • Resolve product or service problems by clarifying the customer's issue, identify the best solution to solve the problem and follow through to resolution
  • Maintain issues and cases by updating relevant information
  • Provide remote support to the UFA network on approved policies, processes, procedures, site and customer interaction related systems and controls as they relate to end user administrative functions, across all channels
  • Ensure Knowledge Articles are current and complete
  • Create customer leads by recording customer information into the CRM system
  • Provide support to programs that are ‘in market’ with our customers including the processes to execute at our locations
  • Support new and existing customer/business programs, the launch of new of SOPs and the rollout and maintenance of systems



REQUIRED QUALIFICATIONS:


  • High School Diploma
  • 3-5 years of customer service experience including 2 years of progressive experience working in a customer service center
  • Excellent customer service skills
  • Proficient in MS Office
  • Strong organizational and communication skills
  • Have a good understanding of UFA’s business, process and policies
  • Ability to multitask and remain calm under pressure
  • Ability to initiate conversation and communication in a polite and engaging manner
  • Ability to manage confidential information
  • Able to adapt to a flexible working schedule, including weekends