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Bilingual Call Center Representative

4 months ago

Halifax, Canada Ground Force Property Services Inc. Full time

**Primary Responsibilities: (not in sequence of importance)**

**Order Management**:

- Process orders accurately, advising customers of stock, price, delivery date, order totals, shipping dates, location of goods, advise if stock is in “pieces” and back order status.
- Maintain accurate and updated information for customer accounts by verifying all necessary customer information.
- Provide assistance and support to customers in gaining access and navigating the website.
- Trace shipments.
- Educate customers on current promotions.
- Respond and address all intercompany related inquiries in a professional and timely manner.

**Service Levels**:

- 75/45 - Our goal is to answer all calls quickly and efficiently within 45 seconds.
- Answering telephone calls to meet our service level take priority over all other duties and assignments.
- Ensure to adhere to break schedules to support service level management.
- Work within the guides of the Call Quality metrics ensuring call branding.
- Coached to achieve Customer Experience service level standards to achieve KPI’s.

**Other Duties**:

- Recognize that we are a part of a larger team, will assist other departments as directed when time allows. This could include adding stickers to sample books, tagging samples, filing, cutting, sorting, updating product binders, data entry or other miscellaneous duties.
- Attend training sessions and team meetings, to support continuous learning of Ennis products and services.

**Team Participation**
- Work with Customer Experience Supervisor and Customer Experience Trainer to gain a greater understanding of our products and the markets that use them.
- Become a resource to our customers in the specialized field.
- Being a positive, involved team member to contribute to achieving team sales and KPI’s.

**Communicates with**:

- Customers, Sales Professionals, other Customer Experience Team Members, Credit Department, Purchasing, Warehouses, Customer Experience Supervisor, Customer Experience Manager.

**Personal Characteristics required**:

- Excellent attention to detail
- Typing speed & accuracy
- Friendly
- Polite
- Courteous
- Ability to Multitask
- Organizational Skills
- Tidy
- Patient
- Empathetic
- Ability to problem solve
- Ability to take responsibility
- Strong decision making skills

**Experience**:

- Call center experience required
- Experience with Outbound calling preferred
- Typing/Computer Skills. Microsoft Office Advanced skill level. 40-50 WPM (skills will be tested)
- Proven skills in multi-tasking, problem solving and decision making within a high volume, fast paced environment.
- Demonstrated ability to work co-operatively in an independent and/or team setting.
- Excellent communication skills both verbal and written

**Working Conditions**:

- Fast Paced
- Structured Environment
- Day shift. Weekdays only
- Able to sit at a desk for extended periods of time
- Office/Call Centre Environment
- Close vicinity to Co-workers and Supervisor
- Temporary remote from home office due to COVID-19
- Must have dedicated home office with no distractions or interruptions
- Computer, monitor and headset will be supplied

**Job Types**: Full-time, Part-time

**Salary**: $19.30 per hour

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Overtime pay

Work Location: In person