Customer Excellence Specialist

6 months ago

Scarborough, Canada MINTZ GLOBAL SCREENING INC Full time

**Position Summary**:
Under the direction of the National Director of Sales and working in partnership with the various teams within the company, the **Customer Excellence Specialist **is responsible for the day to day interactive needs of clients (both external and internal). They will act as a liaison between clients, external applicants and others to ensure the smooth handling of any concerns or issues and assist with the effective operation of our division. The Customer Excellence Specialist must also be able to cross-train on other responsibilities such as the Intake of orders and the processing of services. These services mainly include criminal and civil record, credit record, driving record, bankruptcy, international security and other services offered by the company.

**Responsibilities**:
To provide customer service in accordance with company standards and in adherence to the specifications of the service contracts, the **Customer Excellence Specialist** shall:

- Provide customer service support to clients, either by phone or through our systems.
- Monitor client services and respond effectively to their inquiries.
- Obtain and evaluate all relevant information to handle inquiries and complaints.
- Validate all information submitted by the customer.
- Conduct regular monitoring based on customer needs and respond to the questions of these on time.
- Ensure that all required documents are attached to the customer's request/applicants file as needed including consent documents needed for the requested verification.
- Liaise with sales and production teams to ensure all unresolved issues are handled by the appropriate resource to the satisfaction of the client.
- Handle account access issues and provide training/demos if required.
- Escalate and prioritize issues and handle as per company policies and procedures as needed.
- Provide sales support as necessary.
- Other duties as assigned from time to time.

**Required Qualifications**:

- Knowledge and Education_
- Post-secondary degree or equivalent work experience
- Bilingualism in English and French - Required
- 2 to 5 years of experience in a customer service position
- Knowledge of customer service principles and practices
- Knowledge of Microsoft office (particularly Word, Excel, Outlook)
- Good to excellent typing ability
- Experience, Skills and Abilities_
- Good interpersonal skills
- Excellent communication skills - verbal and written (both English and French)
- Ability to provide superior customer service
- Exceptional Attention to Detail, Organization and Time Management
- Good problem solving skills
- Good customer service orientation
- We need a person who is adaptive and takes initiatives.

By joining our team you will enjoy:

- Working with a collaborative and diverse team
- Opportunities to grow within your team and the organization
- Personal days off
- Complete group insurance coverage (Extended health care, dental, vision care, disability insurance, life insurance) and Employee assistance program
- Telemedicine services for you and your family
- Collective RRSP with employer match.

Thanks to our team of experts, Mintz Global Screening contributes positively to corporate success by validating the integrity of applicants and by helping businesses minimize their risks. Whether you require pre‐employment screening, due diligence, service provider audit, or any other type of screening, our team works closely with customers to provide full background screening services. We are committed to providing accurate, timely information. Our team operates in concert with our customers to develop technological tools tailored to their needs. Our ability to face the steadily evolving market is the result of determination, open communication, customer satisfaction, entrepreneurship, and the values shared by all the members of our team.

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