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Business Support Specialist

3 months ago


Woodbridge, Ontario, Canada 407 ETR Full time

Position Summary:

Direct Relationships:

  • Team Leader, Commercial Relations
  • Manager, Commercial Relations

Position Responsibilities:

  • Answer inbound customer calls, investigate all issues accordingly, and troubleshoot in order to provide options to customers on acceptable resolutions on the first call
  • Be comfortable working in a fastpaced, structured and goaloriented environment (Average Handle Time, Adherence, Compliance, Surveys etc.)
  • Keep current with the company policies and procedures, job aids; attend new training & continuous learning sessions
  • Manage and improve 407 ETR's relationship with small and medium business customers through developing a good understanding of their business and independently resolving account inquiries.
  • Support customer needs, which may include billing inquiries and account maintenance
  • Implement corrective actions to resolve accounts, promote regular payments and reduce account administration.
  • Professionalism in tone, grammar and overall manner in which customers are addressed to ensure an exceptional customer experience.
  • Perform other duties as assigned.

Qualifications:

  • Postsecondary education in Business / Marketing / Communications preferred.
  • 2+ years of experience in managing business customer relationships.
  • Strong English communication skills (both written & verbal) as well as good presentation skills.
  • Strong analytical skills and ability to take initiative to resolve business customer's accounts and issues.
  • Experience working with customers in large fleet, trucking, trailer and construction industries is an asset.
  • Excellent organizational skills as well as the ability to prioritize to meet goals and expectations.
  • Flexible and adaptable in meeting both the customers' and business needs.
  • Ability to work well in a fastpaced team environment.
  • Proficient in Microsoft Office Suite (Teams, Word, Excel, etc.), Salesforce, PeopleSoft and Maestro.
  • Basic accounting knowledge is an asset.


NOTE_
  • This job description is not intended to be allinclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.