Immediate Action Specialist

4 weeks ago


Dartmouth, Canada Eastlink Full time

Immediate Service Specialist - Dartmouth
Eastlink

The Immediate Action Team will be accountable to delivering against our Customer Experience vision and strategy of making customer interactions easy, effortless and keeping them informed every step of the way and specifically when something does not go as planned to take the lead to make it right. The Immediate Action Specialists, whose purpose is to take actions that ensure we meet our customer experience objectives will play a pivotal role in ensuring we resolve gaps in the expectations we committed to the customer.
- Ensure what gets scheduled gets done
- Listen and act on customer feedback to bring forward the appropriate solution
- Keep the customer informed every step of the way

**Responsibilities**:
The Specialist will be expected to reduce held jobs, breakage and missed appointments in order to improve the general customer experience. You will have accountability for end-to-end management of escalations with a focus on overall improvement of the resolution time of escalations. This role will be proactive in the management of Service to Install trouble calls and Repeat Service calls, with attention overall on the reduction of service calls.

**Qualifications**:

- Minimum of 2 years’ experience working within Eastlink (from Customer Care, Retail, Quota or Workforce preferred.)
- 4 years of customer service experience
- Must be able to work varying shift rotations

**Sunday**: 8:00 am to 9:00 pm

**Monday - Friday**: 8:00 am to 1:00 am

**Saturday**: 8:00 am to 8:00 pm

Eastlink is focused on creating an environment which promotes individual growth and career satisfaction. Creativity, entrepreneurial spirit and innovation drive us. We’re looking for people who have the passion for our business, our values and want to go above and beyond for our customers every day.



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