Escalated Customer Service Representative

4 months ago

Canada, CA The Nationwide Group Full time

Escalated Customer Service Representative


JOB DESCRIPTION

The Nationwide Group (TNG) is a pioneer in designing and developing outsourced financial services software, exclusively focused on creating comprehensive and customizable solutions for the real estate industry. Utilizing world-class technology, TNG delivers solutions to the entire mortgage life cycle through its affiliated organizations.

TNG benefits from a broad product suite, infrastructure, and industry expertise and has transformed the home purchase, sale, mortgage, and refinance process for consumers, lenders, realtors, and mortgage brokers.


POSITION DETAILS:

The Escalated Customer Service Representative (under the direction of the Client Services Senior Manager) is responsible for handling customer inquiries which have been escalated from other Customer Service Representatives in a call center environment. This individual will be responsible for solving escalated customer complaints while adhering to all necessary compliance issues. He/she will also be required to attempt to calm and satisfy customers who are unhappy or disgruntled. He/she may help identify and implement process and product improvements through customer recommendations to increase the efficiency, effectiveness, and quality of company operations. The Escalated Customer Service Representative will be required to provide exceptional customer service in difficult situations to ensure that the result is a satisfied customer.


RESPONSIBILITIES:

• Support client base by answering questions, concerns, technical issues as well as handling customer inquiries and complaints which are escalated from other departments.

• Adapt communication style in order to deliver information effectively to a range of individuals.

• Ensure that customers are satisfied with the issue resolution as well as the resolution process itself.

• Make sure all customer complaints are addressed and handled professionally, leaving the customer with a positive resolution.

• Attempt to calm any irate customers by explaining the situation while attempting to resolve the issue to the best of your abilities.

• Assume responsibility for ensuring corrective actions for customer specifications.

• Analyze problems and make recommendations as to root causes and irreversible corrective actions.

• Relay customer quality improvement suggestions for company products and services.

• Support new product development and continuous improvements by integrating customer feedback and quality control into processes.

• Continuously demonstrate the ability to improve the duration of customer interventions maintaining

all quality measures.

• Liaise with the various departments to ensure that you are aware of the incentives and promotions

being offered.

• Identify relevant QA training needs and opportunities.

• Document all calls to provide a record of work completed and to trend recurring issues.

• Ensure that all calls adhere to pre-determined compliance regulations.

• Participate in any required company training.

• Any other duties as assigned.


QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential

functions.

• Degree or Diploma in computer science, or an acceptable combination of education and relevant

experience required.

• Minimum 3 years of direct work experience in customer service and IT required.

• Ability to explain technical concepts and theories to non-technical audiences.

• Strong evidence of time management skills required, including ability to prioritize data recovery and

repair of system infrastructure above all other duties.

• Able to quickly analyze issues and determine best course of action using available resources.

• High degree of resourcefulness, flexibility, and adaptability.

• Strong negotiation and prioritization skills.

• Effective communication skills with individuals at all levels of the organization.

• Able to effectively communicate both verbally and in writing.


We are committed to providing persons with disabilities equal opportunities regarding all employment activities, including access to jobs and accommodations during employment as required, in accordance with the Ontario Human Rights Code (OHRC) and the Accessibility for Ontarians with Disabilities Act(AODA).

  • Customer Service Representative

    3 weeks ago

    Canada, CA Customer Service Representative Hub Full time

    We are seeking a dedicated Live Chat Support representative with 0-5 years of experience to join our team. The ideal candidate will be responsible for providing exceptional customer service through live chat, assisting our readers and subscribers, and maintaining our reputation as a market leader.ResponsibilitiesProvide prompt and professional responses to...

  • Customer Service Representative

    3 weeks ago

    Canada, CA Electrofyre Technologies Full time

    About Electrofyre TechnologiesElectrofyre Technologies is a cutting-edge online e-commerce platform specializing in electronics. We empower Canadians to access high-quality tech products from the latest gadgets to everyday electronics all at competitive prices. Our mission is to deliver convenience, innovation, and exceptional value while setting the gold...

  • Customer Service Representative

    2 weeks ago

    Canada, CA MatchAwards Full time

    Key ResponsibilitiesGuide new users in creating optimized accounts to increase awards for contracts, grants, and loans.Engage directly with users on our social media platform, providing prompt assistance for inquiries and concerns.Manage customer support interactions via our internal ticketing system, live chat, conferencing, and phone.Utilize in-house tools...

  • Bilingual Customer Service Representative

    3 weeks ago

    Canada, CA Compunnel Inc. Full time

    Typical Day in Role:As a Bilingual Customer Service Representative, your primary responsibility will be to make outbound calls to Group Benefit customers to secure their consent for directing their case to a preferred pharmacy. In addition, you'll explain the advantages of our Case Management program, which offers patients extra care and support for...

  • Bilingual Customer Service Associate

    4 months ago

    Canada, CA Tech Mahindra Full time

    ResponsibilitiesCommunication with customers by voice and email to provide information about products and service offeringsMaintaining records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.Resolution of customer disputes or billing complaints.Check to ensure that appropriate...

  • Customer Service Representative

    2 weeks ago

    Canada, CA Torstaff Full time

    Well established corporation located in Toronto's west side seeks the ideal candidate with excellent communications who can proactively solve issues. ResponsibilitiesCommunicate with customers via phone, email and chatProvide knowledgeable answers to questions about product, pricing and availabilityWork with internal departments to meet customer's...

  • Customer Service Representative

    3 weeks ago

    Canada, CA DoorDash for Business Full time

    Honor Foods is seeking a Director of Transportation Strategy & Planning to join our growing team. This is a senior-level role responsible for developing and implementing strategies that optimize transportation operations, ensuring cost savings, efficiency, and customer satisfaction. If you’re a strategic thinker with a passion for transportation and...

  • French Customer Service

    3 weeks ago

    Canada, CA IFG - International Financial Group Full time

    Job Responsibilities:• Supporting Disability Case Managers with various tasks.• Providing front-line customer service via telephone.• Managing administrative duties and following up with claimants for disability paperwork.Typical Day in Role:• Providing bilingual support for four phone lines.• Setting up new claims and maintaining outstanding...

  • Bilingual Order Entry Representatives

    1 month ago

    Canada, CA Bilingual Source Full time

    Job Title: Bilingual Order Entry Representative (French and English Required)Location: VaughanEmployment Type: Full-TimeHybrid: 3 in office (Tuesday;Thursday and 3rd day is rotated every 2 weeks) and 2 at homeSALARY: 50-60 k + 2% (Incentive Plan)FEATURES: North of the city with low call volume and only business to business calls/emails. This is a stable and...

  • Senior Network Engineer

    7 days ago

    Canada, CA Diligente Technologies Full time

    Sr. Network Engineer - Enterprise NetworkEmployment Type: Contract Contract Duration: 12+ monthsLocation : Remote/Canada EastDescription: Responsibilities • Work with the technical and project teams to archive milestones for major deliverable, US East Coast preferred time zone. • Work closely with Local IT-Cross function to maintain high level user...

  • Professional Services Manager

    3 months ago

    Canada, CA Perseus Group, Constellation Software Full time

    Constellation Dealership Group has built a legacy of acquiring and successfully managing software companies with leading positions in niche markets. Today, we proudly stand as the largest family of software companies dedicated to serving specialized dealer industries, delivering tailored solutions that drive performance and innovation.Professional Services...

  • Customer Success Manager

    3 weeks ago

    Canada, CA Globalfaces Direct Full time

    Profile:An accomplished Customer Success Manager with extensive experience in building and nurturing high-value client relationships, driving client satisfaction, and achieving strategic business objectives. Known for a client-centric approach, they excel in overseeing accounts, identifying growth opportunities, and implementing solutions that enhance client...

  • Customer Service Professional

    1 month ago

    Canada, CA Kelly Professional & Industrial Full time

    Job Title: Customer Service Professional - Bilingual IIType: Contract with Possibility of ExtensionHours: Mon – Fri, 37.5 hours per week, rotating shifts between 8 am - 8 pmPay Rate: $25.70/hour + 4% vacation payLocation: Hybrid - Halifax, NS (B3L4G6)Key Responsibilities:Manage and process incoming telephone inquiriesResearch and resolve customer requests...

  • Sales Account Executive

    1 month ago

    Canada, CA Haefner Consulting & Staffing Full time

    My client is the leading reseller in Canada, serving Canadian customers coast to coast with a proven track record of innovation in data collection and automated identification data capture (AIDC) solutions.What you’ll doBuild, grow and maintain positive relationships and communications with customersEducate, strategize & successfully sell the industries...

  • Data Entry Specialist/Customer Service Operator

    3 weeks ago

    Canada, CA Shoreline Express Courier Services, Inc Part time

    Job Summary:As a Data Entry Specialist/Customer Service Operator for our transport company, you will be responsible for maintaining accurate records of shipment data, customer information, and logistics details, while providing excellent service to our clients.Responsibilities:Enter and update shipment, delivery, and customer data into the company's...

  • Customer Success Manager

    3 weeks ago

    Canada, CA IG Full time

    Job Title: Customer Success Manager ( CCaaS ) Contact Centre as a service Location: Canada - remoteCompany: revolutionizing customer experience with our next-generation CCaaS platform,IG Recruit is proud to be a valued recruitment partner with a global high-growth business. Due to extensive growth, our client is looking to recruit a CSMJoin the growing team...

  • Technical Support Specialist

    6 days ago

    Canada, CA Stratix Corporation Full time

    Stratix is a trusted advisor to industry-leading global enterprises, offering the most comprehensive managed services portfolio to help companies operationalize and realize the full value of their mobile investments. Our passion is partnering with businesses to leverage their mobile investments, providing high-value services that drive competitive...

  • Collections Supervisor

    3 weeks ago

    Canada, CA CBTS Full time

    Job Purpose:The Collections Supervisor to lead our collections team that is handling our Communication/Ascendon customer base. The ideal candidate will have a strong background in B2B debt recovery, excellent leadership skills, and a keen eye for detail. As the Collections Supervisor, you will be responsible for overseeing the daily operations of the...

  • Customer Support Specialist

    3 months ago

    Canada, CA APF Marketing Full time

    We are searching for a Customer Support Specialist to join our family. This highlymotivated individual would be responsible for maintaining existing client relations andmanaging their orders.About us:APF Marketing is a front runner in the promotional products industry with amanufacturing facility in Montreal and an established importing department...

  • Program Manager, Managed Cloud Services | Gestionnaire de programme, Services infonuagiques gérés

    7 days ago

    Canada, CA Esri Canada Full time

    Esri Canada has an exceptional opportunity for a Program Manager, Managed Cloud Services (MCS) to join our team to deliver Esri products as a managed service across Canada. In this exciting position, you will play a key role in establishing, leading and growing Esri Canada’s MCS offering. You will work closely with our Professional Services team, IT team,...