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Customer Support Representative Tier 2
3 months ago
Access Communications is seeking energetic, motivated, customer focused individuals to join our team. Access is a fast paced, dynamic organization, with a positive work environment. As one of Saskatchewan’s Top Employers, Canada's Top Diversity Employers and as a 100% Saskatchewan Co-operative, we offer competitive wages and a comprehensive benefits package._
- _Do you like working with all kinds of interesting people?_ _If so, we have a fantastic opportunity for Customer Service Representatives in Regina_.
***
**As a Customer Service Representative**:
- Acts as customer point of contact for unresolved issues or escalations from Tier 1. Redirects and/or escalates issues to next level of support, Supervisor/Manager as required.
- You use a positive approach to help customers with a variety of things, including choosing the best packaging options, booking technician visits, understanding their bill, etc.
- Flags incidents, truck rolls and behavioral concerns for coaching opportunities - sends to supervisor shift-contact to address with individual staff member.
- You have the aptitude to learn all about our awesome products & services, including cool equipment like TiVo boxes. And can teach customers about them, too
- Reviews service categories for call drivers for the day/week and based on results escalate to supervisor or higher tiered tea. and/or create FAQ documentation for Tier 1 group.
- Writes, edits, and revises training manuals. Reviews documentation from Tier 1 group and authorizes for publication to internal support site. Suggest improvements on procedures.
- Produces documentation FAQ for customer facing website to curb call drivers determine from service category reviews.
***Competencies you have for success**:
- A minimum of 5 years work experience in a service industry
- Top-notch Customer Service skills including empathy, professionalism, courtesy, patience, excellent organizational, interpersonal and communication skills, both verbal and written
- Talent for handling a large number of calls efficiently & accurately in a busy environment.
- Continually striving to achieve targets and metrics.
- Ability to respond positively to constructive feedback.
- Ability to put into practice training you receive on basic troubleshooting.
- Capacity to quickly adapt to new processes, procedures, & technology.
- Previous Call Centre experience is an asset, but not required.
- Minimum grade 12 education.
- Clear Criminal Record Check.
***The benefits**:
- Great Salary - Starting at $25.19/ hour
- Outstanding Benefits Package, including Health, Dental and Vision
- Amazing competitive staff discounts on all services
- Company matched pension plan
- Health and Wellness benefits
- Ongoing training and development opportunities with opportunities for career advancement.
- Volunteer Opportunities We do great things in the community and everyone here is part of that.
