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Customer Service Representative-
1 week ago
Work Location / Market:
Remote work (WFH) / FACE Office.
The opportunity:
Reporting to the FACE Support Center (FSC) Manager, the FACE Customer Service Representative will investigate complaints or gaps in service and escalate complaints once received to the appropriate channel at all times expected to deliver on FSC Strategic Priorities and by extension FACE's Vision and Mission.
Overview of Responsibilities:
- Demonstrate an eagerness to learn and determination to succeed.
- Investigate complaints or gaps in service.
- Provide solution driven recommendations.
- Explain eligibility requirements and financial decisions to applicants.
- Escalate customer complaints and/or calls via established channels when necessary
- Perform other duties as assigned by the leadership team.
- Enter clear notes on internal CRM.
- Manage response to incoming communication and inquiries.
- Provide feedback on the procedures and remain engaged with other team members.
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Document processes and logging technical issues, as well as customer compliments and complaints.
- Adhere to SLA response time for all incoming communication.
- Recognize hidden opportunities for Ecosystem referrals when applicants require additional support with their business.
Knowledge, Skills and Experience:
- Degree or Diploma in Business, or other related field.
- 2 years of experience as a customer support specialist, or a similar customer support role.
- Previous customer service and/or call center experience will be an asset.
- Experience conducting simple sales / proactive marketing calls.
- Proficient in MS Office Suite, with ability to learn new software platforms quickly.
- Computer savvy with ability to learn new software platforms quickly.
- Excellent organizational and time management skills.
- Strong customer service skills and willing to assist in a professional, friendly and efficient manner.
- Highly organised and results driven.
Bilingual
- English & French with excellent communication skills (Written and Oral skills) required.
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