Tier 1 Customer Service Representative, Contract
1 month ago
**About Roadpost**:
Roadpost is a leading provider of mobile satellite solutions, and the partner of choice for thousands of individuals that work or travel beyond the limits of terrestrial or cellular coverage. From private and public sector employers who need to connect and protect employees at remote worksites, to backcountry adventurers and enthusiasts, Roadpost’s customers have many faces, but a common concern - the need for reliable communications that they can access anywhere.
Roadpost has over 70 employees between our Toronto and Seattle offices, serving over 70,000 subscribers. Our growth has come organically, through acquisition, and through innovative and proprietary product introductions including our GeoPro Work alone solution and ZOLEO messaging app and device. We value innovation, teamwork, and an entrepreneurial ability to get things done.
**Summary**:
As a **Contract **Tier 1 Customer Service Representative, **you will support customers with a variety of enquiries via calls, tickets, and chat during our busiest season. You will be responsible for providing helpful information, answering questions, supporting Tier 1 level technical troubleshooting or set-up processes, creating orders, and responding to complaints.
You help ensure long term customer loyalty and satisfaction by positively representing company products and services while working to meet or exceed service level metrics.
The role reports to the local office Customer Care Manager.
**Key Responsibilities**:
- Respond to customer inquiries in a Tier 1 capacity within a mobile satellite/wireless/messaging (voice & data) call center environment.
- Assist in monitoring/engaging social media followers. Respond to online customer reviews and feedback.
- Handle and resolve customer requests related to general inquiries, billing, order placement, account changes, sales, and technical support.
- Maintain a working knowledge of company products and services. Opportunity to specialize in certain products and services will exist and is encouraged.
- Promote company products, features and benefits through consultative customer qualification.
- Meet monthly Call Center SLAs, Productivity targets and Quality standards.
- Stay updated on all operational systems, processes, and procedures, as well as company policies.
- Stay informed of all new products and services within the company and industry.
- Attend and participate in company events and team meetings.
- Ensure a positive, accurate and professional customer experience.
- Maintain effective and harmonious working relationships with peers and other company staff.
**Qualifications **& Skills**:
- Comfortable working with wireless technology in a mobile satellite/wireless/messaging world. Natural aptitude for technology. Skillful, knowledgeable, and driven to learn more about the satellite communications industry.
- Minimum 2-3 years in a Customer Service-related position.
- Post-secondary diploma or equivalent experience required.
- Occasional after hours and stat holiday support may be required as business needs fluctuate.
- Strong communication skills. Conversational and Personable.
- Resourceful and self-reliant with strong analytical, problem-assessment and problems-solving skills.
- Able to handle difficult customer situations and arrive at a positive resolution.
- Excellent time management and organizational skills. Able to work with mínimal supervision. Adaptable to new workflow and changing environments.
- Enthusiastic and self-driven. A team player who looks to contribute to several areas within the day-to-day operations and exceed normal job expectations.
- Strong working knowledge of Microsoft Office suite. Excellent computer and website navigation skills.
- Fluency in other languages considered an asset.
**What we offer**:
- Remote, contract position
- Possibility of contract converting to permenant full-time position.
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