Service Specialist

3 months ago

Ottawa, Canada Enerfrog Business Services Full time

**Enerfrog Service Specialist**

Under the direction of the Enerfrog management, the incumbent will be responsible for the delivery of real time and quick responses to our customers’ needs as an Enerfrog **Service Specialist.**

Maintain the highest level of customer satisfaction while balancing financial goals consistent with the needs of both the Corporation and Customer. Develops and learns about the business.

Provides front-line customer service through the management of customer requests and by providing accurate information related to Enerfrog product offerings.

Main duties include but are not limited to:

- Receiving calls or electronic mail requests from customers for various reasons related to building Service, Energy or daily operations.
- Create and complete ticket requests on all incoming calls.
- Follow-up on tickets in-progress and assure customers satisfaction.
- Answer all incoming telephone calls and record details of customer Interaction
- Enter all service call data into computerized management systems
- Route calls to the appropriate office, account manager, contractor or technician
- Follow up with management and account managers to provide call closure if necessary
- Accessing and updating call and client information in the computerized management systems and other Customer Information Systems as needed
- Providing reports and documentation to the clients and internal staff
- Provide education and support regarding Service to colleagues.
- Provide optimum levels of Customer Service, dispute resolution, and product/service knowledge to customers.
- Claim, investigate and determine resolutions for logged complaints
- The central point of escalation for all matters related to Enerfrog service.
- Adhoc Reporting
- Subject Matter Expert where possible.
- Ensure that pending issues receive proper follow-up and that they are completed within the designated time frames.
- Escalate issues in accordance with standard procedures
- Educational support on new and existing procedures.
- Ensure that day to day operational problems which impact service delivery are identified and resolved through working with the Enerfrog management.
- Develop and maintain excellent customer relations and resolve customer complaints
- Identify and implement potential processes changes and improvements with managements support

**Skills Requirement**:
**Education**:Post-secondary degree or diploma, CEGEP, vocational or technical training. Equivalent related experience also accepted.

**Languages**:Speak English, Speak French, Read English, Read French, Write English.

**Business Equipment and Computer Applications**: General office equipment, Windows, Excel, PowerPoint, Electronic mailing software.

**Specific Skills**:Listening skills,Answer inquiries and provide information to customers, Superior Communication Skills, investigate complaints, Access and process information, able to multi-task, able to make sound decision in a fast-paced environment, perform general office duties.

**Essential Skills**:Oral communication, Problem solving, Analytical thinking, Capable of working alone or with little supervision.

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

Pay: $18.00-$27.00 per hour

Expected hours: 40 per week

Schedule:

- 10 hour shift
- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Night shift
- On call
- Weekends as needed

Ability to commute/relocate:

- Ottawa, ON K2P 0N8: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 2 years (required)

**Language**:

- French (preferred)

Work Location: In person

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