Support Services Representative

7 days ago

Calgary, Alberta, 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 issuesBuild customer relationships by resolving customer issues or routing to the most appropriate Support Representative for further investigation and timely resolutionResolve product or service problems by clarifying the customer's issue, identify the best solution to solve the problem and follow through to resolutionMaintain issues and cases by updating relevant informationProvide 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 channelsEnsure Knowledge Articles are current and completeCreate customer leads by recording customer information into the CRM systemProvide support to programs that are 'in market' with our customers including the processes to execute at our locationsSupport new and existing customer/business programs, the launch of new of SOPs and the rollout and maintenance of systems

REQUIRED QUALIFICATIONS:
High School Diploma3-5 years of customer service experience including 2 years of progressive experience working in a customer service centerExcellent customer service skillsProficient in MS OfficeStrong organizational and communication skillsHave a good understanding of UFA's business, process and policiesAbility to multitask and remain calm under pressureAbility to initiate conversation and communication in a polite and engaging mannerAbility to manage confidential informationAble to adapt to a flexible working schedule, including weekends

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