Customer Service Live Chat Agent

3 weeks ago

Surrey, Canada True North Management Inc. Full time

Passionate about helping people, providing great customer service, and working as part of a team? Then we want you here at True North Management Inc.

At True North Management Inc., employees get the chance to build new skills and learn as they move forward. We provide a friendly, diverse, and rewarding work environment with accessible, open, and supportive team members and managers who are committed to your success.

We’re looking for people who have a desire to deliver a best-in-class customer experience focused on health-related services. As a Live Chat Agent your primary duty will be handling inbound inquiries from a vast network of customers across the USA through a web-based chat service.

This position may transition into a call center role so previous call center experience is considered an asset.

**Please note**: _This is not a remote position._

**Key Responsibilities**:

- Answering customer inquiries and confirming order details.
- Ensuring customer needs are your top priority.
- Troubleshooting and resolving customer complaints respectfully and efficiently.
- Ensuring accuracy by verifying document details against order details.
- Entering data into a custom database.
- Identifying and escalating issues to leadership.
- Providing product and service information to customers.
- Recognising, documenting, and alerting the management team of trends in customer chat conversations.
- Documenting issues and resolutions.
- Learning about new products and services.
- Developing customer service solutions.
- Identifying possible website errors.

**Key Skills and Qualifications**:

- GED or High School Diploma required.
- Must have at least 1 year of customer service experience.
- Excellent English language skills.
- Solid understanding of how to navigate the internet.
- Strong computer skills. Specifically, Word, Outlook, and Excel.
- Proficient typing skills (40-70 words per minute).
- Problem-solving skills.
- Organizational skills.
- Critical thinking skills.
- Dedicated and reliable.
- Detail oriented.
- Must be able to sit for the majority of the shift.
- Must have a sense of urgency and be able to work well under pressure in a fast-paced environment.
- Possess a friendly, professional, and empathetic attitude.
- Work well individually and within a team.
- Have a strong work ethic, be a quick learner, and self-motivated.
- Flexible and open to a rotating monthly schedule.
- Knowledge of Spanish considered an asset.
- Knowledge of medical terms or a MOA certification considered an asset.

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

**Salary**: $15.65 per hour

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Commission pay
- Overtime pay

COVID-19 considerations:
To keep our employees safe we have a mandatory mask policy, provide 6 feet of distance as well as plastic barriers between desks, set occupancy limits in all communal spaces, and have made sure hand sanitizer is readily available.

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)
- Web Chat: 1 year (preferred)

Work Location: One location

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