Customer Service Representative

2 weeks ago

Montreal, Quebec, Canada Montreal Mini Storage Full time
With 20+ self-storage facilities strategically located on and around the Island of Montreal, Montreal Mini-Storage (MMS) is the city's largest, local self-storage company. We are redefining the mini-storage experience by providing highly secured, temperature-controlled, clean facilities; combined with top-of-the-line service, and unparalleled client convenience. MMS is equipped to provide the full-suite solution for business clients by having a unique combination of office, industrial, retail, parking & storage space to lease in a single building.

Come be a part of the Canadian success story and help deliver a superior experience for our clients. At MMS, we recognize that diversity across our business strengthens our client relationships.

**Responsibilities**:

- Fully understand our products and services to provide the most accurate information on pricing, availability, and specifications.
- Assist with customer account management, including but not limited to updating account information and billing inquiries.
- Meet or exceed established customer service metrics such as call quality, response time, compliance, customer service standards, and satisfaction scores.
- Follow all communication guidelines and procedures while handling customer escalations: provide appropriate winning solutions and alternatives within defined timelines in coordination with management.
- Keep records of customer interactions, process customer accounts, and digitally file documents.
- Cooperate with other teams, such as Sales and Operations to find solutions.
- Ability to assist during other projects and ad-hoc requests crucial to the continued success of the company.

**Minimum qualifications/skills**:

- High School Degree or equivalent required.
- Proven work experience in a similar role (2+ years experience).
- Fluently bilingual (FR and EN).
- Strong customer service and problem-solving skills.
- Mature and self-confident with the ability to work under pressure.
- Strong active listening skills with the ability to engage with customers.
- Working knowledge of communication and self-storage software platforms (such as SiteLink and CallPotential) will be an asset.

- **A propos de l'entreprise**:

- Avec 20+ installations d'entreposage libre-service situées stratégiquement sur et autour de l'île de Montréal, Montréal Mini-Storage est la plus grande entreprise locale d'entreposage libre-service de la ville. Nous redéfinissons l'expérience du mini-entreposage en offrant des installations propres, hautement sécurisées et à température contrôlée, combinées à un service haut de gamme et à une commodité inégalée pour le client. Mini-Entreposage Montréal (MMS) est équipé pour offrir une solution complète aux clients d'affaires, car il dispose d'une combinaison unique d'espaces de bureaux, industriels, commerciaux, de stationnement et d'entreposage à louer dans un seul bâtiment._
- Venez faire partie de l'histoire de la réussite canadienne et aidez-nous à offrir une expérience supérieure à nos clients. Chez MMS, nous reconnaissons que la diversité au sein de notre entreprise renforce les relations avec nos clients._

**Responsabilités**:

- Fournir un service client professionnel aux clients par téléphone, par couirrel et par chat.
- Comprendre parfaitement nos produits et services afin de fournir les informations les plus précises sur les prix, la disponibilité et les spécifications.
- Aider à la gestion des comptes clients, y compris, mais sans s'y limiter, la mise à jour des informations sur les comptes et les demandes de facturation.
- Atteindre ou dépasser les objectifs fixés en matière de service à la clientèle, tels que la qualité des appels, le temps de réponse, la conformité, les normes de service à la clientèle et les taux de satisfaction.
- Respecter toutes les directives et procédures de communication lors de la gestion des escalades de la clientèle : fournir des solutions gagnantes appropriées et des alternatives dans les délais définis en coordination avec la direction.
- Conserver les enregistrements des interactions avec les clients, traiter les comptes clients et classer les documents sous forme numérique.
- Coopérer avec d'autres équipes, telles que les ventes et les opérations, pour trouver des solutions.
- Capacité à participer à d'autres projets et à des demandes ad hoc essentielles au succès continu de l'entreprise.

**Qualifications/compétences mínimales**:

- Diplôme d'études secondaires ou équivalent requis.
- Expérience professionnelle confirmée dans une fonction similaire (2 ans d'expérience ou plus).
- Parfaitement bilingue (FR et EN).
- Solides compétences en matière de service à la clientèle et de résolution de problèmes.
- Maturité et confiance en soi avec la capacité de travailler sous pression.
- Grande capacité d'écoute active et aptitude à dialoguer avec les clients.
- Un

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