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Customer Relations Specialist
3 months ago
Come and join one of North America's largest home and commercial services and energy solutions companies We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.
Role: Customer Relations Specialist
Status: Temporary – Full Time – 6 months
Department: Customer Operations, EHCS
Reports to: Manager, Executive Escalations
Location: Birchmount
Hours: 8:30am – 4:30pm Monday - Friday (In-Person)
Please note this position requires coverage for weekend on call rotation subject to change depending on business needs (these shifts are remote work)
As Customer Relations Specialist, you will be primarily responsible for managing customer account inquiries and disputes; using your problem-solving skills and customer centric focus you will approach each case with the goal to turn every customer experience into a positive one that will enhance customer relationships. You will create and retain customer loyalty by establishing rapport with escalated customer's while liaising with different internal groups to assist in resolving the customer’s dispute in a timely and equally satisfactory manner.
Responsibilities
- Serve as the main point of contact for a customer and address all their questions and concerns.
- Represent the Enercare brand with best-in-class customer experience, helping customers with their disputes through their preferred method of communication whether through email, phone, face to face or social media.
- Resolve customer disputes that flow in through a variety of channels including Executives, Legal, Regulatory, Media, Internal business partners, Vendors and Customers.
- Investigate and solve customer disputes that may be complex, or long-standing and already reviewed by other business units without coming to a final resolution.
- Address all concerns or disputes a customer may have, working with business unit partners, legal team, or leadership (including executive) team to resolve them.
- Process all in scope transactions required to resolve a customer dispute; issuing customer refund, goodwill credit, buyout transactions, retrieval of contracts or other documents.
- Maintain accurate records of discussions/correspondence with customers and actions taken to resolve dispute.
- Work with internal Call Centre partners, as well as 3rd party service providers, to complete escalated (Customer Care) customer requests/inquiries.
- Provide input and recommendations into the development of process, procedures, policies and standards within the team and organization to improve customer experience.
- Assist in the management of all Executive Escalation Team mailboxes that could include: creating cases in internal tracking system, identifying to team members and management of urgent customer escalations, assigning of new cases.
- Assist with Appliance queue inquiries and escalations, as required.
- Assist with social media platform monitoring and responses, as required.
- Participate in Team Meetings and engage/influence peers positively.
- All other duties/task assigned by manager.
Qualifications
- 3 + years of call center experience or similar customer facing role dealing with escalated customers.
- Billing experience an asset.
- Excellent written and verbal communication skills.
- Comfortable liaising with different levels of organizational management; up to, and including, Senior Leadership.
- A self-starter with strong attention to detail and a focus on meeting deadlines.
- Ability to prioritize, critically analyze, solve, and where appropriate, escalate issues.
- Strong decision-making and analytical skills.
- Excellent time management and organizational skills.
- Demonstrated ability to influence others without direct authority.
- Communicates information timely and effectively, providing clarity and direction.
Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.
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