Customer Advocate, Office of The President

4 months ago

Woodbridge, Canada 407 ETR Full time

Position Summary:
407 ETR is looking for a customer experience enthusiast to fill the role of a Customer Advocate in our Office of the President department. The Office of the President is the second level of customer support in 407 ETR’s World Class Call Center.

In this role, you will assist customers on an escalation phone queue who were previously unable to resolve their concerns with the first level of customer service in real-time. As calls are escalated, Customer Advocates use additional resources and tools to ensure customers are provided fair resolutions and a positive experience. You will also support internal Customer Service Representatives on a help-line phone queue by answering their questions and exploring options to best assist their customers.

Customer Advocates are also responsible for a variety of additional off-phone tasks. You will assist with helping manage other back-office tasks, such as ensuring customer’s requests are submitted accurately, ensuring customer’s physical and digital correspondence is received and processed, conducting lost and stolen license plate investigations, and performing root-cause analysis to identify and implement recommended changes.

You will support the Office of the President in its mission to resolve complex and sensitive customer issues in a timely manner while using good judgement to maintain customer, shareholder, and employee value. You will exemplify the high standards of the 407 ETR organization by demonstrating customer-focused behavior and a commitment to excellence and integrity.

Direct Relationships:

- Team Manager, Office of the President
- Manager, Digital Customer Operations

Duties and Responsibilities:

- Receive complex high priority customer issues and determine investigation requirements to resolve the identified customer concern(s).
- Completion of a post-secondary education or equivalent.
- Identify, investigate, and bring forward service issues and corrective actions.
- Log your calls as cases in Salesforce for reporting purposes.
- Clearly document your case notes outlining the customers dispute, investigation details, resolution, service issues and corrective actions.
- Identify and articulate the details of any unusual or emerging trends or issues to management to proactively mitigate further issues.
- Conduct root cause analysis to identify opportunities for improved business processes and procedures and/or gaps in internal processes.
- Provide an exceptional customer service experience to internal and external customers.
- Call back your customers to keep them informed of your investigation status.
- Review and provide responses for Correspondence.
- Handle all inbound calls for the Office of the President, through both verbal and written communication.
- Provide advice in through the Ombudsman’s contact line and correspondence.

Qualifications:

- Demonstrates high-level conflict resolution, negotiation skills and soft skills.
- Excellent verbal & written communication skills as well as strong listening skills.
- Good judgment and the ability to speak confidently on behalf of 407 ETR senior management to maintain a positive company image and reputation.
- Ability to troubleshoot & problem solve by bringing forward customer and/or system issues in a timely manner.
- Possesses strong problem solving, analytical and organizational skills with the ability to multitask, prioritize work to deliver quality results.
- Ability to handle ambiguity.
- Ability to provide solutions with options using creative, outside-the-box thinking and good judgement.
- Possess a positive attitude and be a supportive team member to your peers in a demanding and fast paced team environment.
- Strong attention to detail.
- Proficient with Microsoft Office Products (Word, Excel, Outlook & PowerPoint), Salesforce & PeopleSoft and the experience with web-based programs is considered an asset.
- Exceptional working knowledge of 407 ETR policies and procedures would be considered an asset.
- Well informed on Customer Service resources (e.g. CS Info Link, Job aids, Policies, Procedures, Call Driver, and CSKAT) is an asset.

Our Offer
- 407 ETR usage (taxable benefit)
- Competitive salary, bonus structure
- Competitive vacation package
- Community culture
- Continued education budget
- Expect excellence: Collaborative team, learn, and grow with a high-performance team.

About 407 ETR

Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.

On Highway 407 ETR, we offer peace of mind and a fast, safe and reliable trip. That’s why millions of drivers rely on Highway 407 ETR to get around the GTA. Every driver we serve is one less vehicle on a congested alternate route, giving drivers more time for the things that matter most.

407 International Inc. is the sole shareholder of 407 ETR and is owned by:

- Canada Pension Plan In

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