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Customer Service Representative

4 months ago

Woodbridge, Canada 407 ETR Full time

Position Summary:
We at 407 ETR are looking for someone who enjoys a challenge, has the willingness to learn, and is committed to providing world-class service by connecting with customers and providing them with solutions for a first call resolution. Our employees are empathetic and provide excellent customer service by using root cause analysis to solve problems with ease; this is why we are certified as a World Class Call Center.

This role as a Customer Service Representative is fast-paced and involves talking to customers over the telephone in our World Class Call Centre. Examples of some topics you will assist with include billing inquiries, transponder related inquiries, troubleshooting accounts, web support, and payments. If you enjoy building relationships, going above-and-beyond for your customers and learning new skills, we are looking for you We support and encourage employee growth and are here to help develop your strengths to allow for a very rewarding career at 407 ETR.

Duties & Responsibilities:

- Provide world-class service to customers by actively listening, asking the right questions and offering the best possible solution
- Use excellent communication skills to professionally and courteously interact with our customers over the phone in the call center
- Answer inbound customer calls, investigate all issues accordingly, and troubleshoot in order to provide options to customers on acceptable resolutions on the first call
- Be comfortable working in a fast-paced, structured, and goal-oriented environment (Average Handle Time, Adherence, Compliance, Surveys etc.)
- Keep current with the company policies and procedures, job aids; attend new training & continuous learning sessions
- Perform other tasks as assigned

Qualifications:

- Must have 1-2 years of experience in customer service
- Punctual and committed to work on a flexible schedule: Call Center hours are 8:30am - 4:30pm Monday to Friday.
- Available to work up to thirty (30) hours per week
- Passionate about providing world class customer service
- Proven customer service skills, a track record of success in a client-focused, target-driven performance culture
- Strong problem-solving skills and ability to deal with customers tactfully and effectively in a fast paced environment
- Computer Literacy (Windows operating system, internet navigation, typing, etc.)
- Excellent telephone manner, an aptitude for listening, establishing rapport and finding the right solutions for customers
- Ability to work in a metricized environment (6 performance metrics: Call Resolution, CSR Satisfaction, Call Quality, Average Handle Time, Schedule Adherence, Lates)

Our Offer:
A world-class culture based on recognition, development, and excellence:

- Unionized environment (Unifor)
- A fully paid world-class training program (Full-time hours (37.5/week), in-person, 8 weeks in length)
- Free 407 ETR usage (taxable benefit)
- Competitive collectively bargained wage schedule: New Hire $20.60, After 90 Worked Days $22.95, After 120 Worked Days $25.30
- Comprehensive single-coverage health benefits program
- An exciting performance-based recognition program
- Employee discounts through Good Job Program and Good Life Fitness
- Expect excellence: Collaborative team, learn, and grow with a high-performance team.
- Leaders who support your development through training and coaching
- Organization that takes pride in volunteering and community involvement
- Community culture known for innovation and continuous improvement

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 Investment Board (CPP Investments) through indirectly owned subsidiaries (50.01%);
- Cintra Global S.E. which is a wholly owned subsidiary of Ferrovial S.A. (43.23%); and
- SNC-Lavalin (6.76%).

Note:
_This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization._