Switchboard Agent

**About IntouchCX**

IntouchCX is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

**About the Job**

The Switchboard Agent answers all incoming calls to our main corporate telephone number, routes incoming calls to appropriate extensions and performs various duties between calls. This person will work closely with the Switchboard Team to trouble-shoot and resolve problems and maintain positive relationships with consumers, customers, shareholders, retirees, and employees.

**As Switchboard Agent, You Will**
- Answer all incoming calls and route calls while protecting the employees/contractors personal work information with accuracy and curtesy
- Maintain a calm demeanor, assist callers, and ability to deescalate difficult situations
- Ability to work the particular business hours of the program while being prompt for switchboard login time, logout time, and breaks
- Process client cases and perform various duties between calls

**Requirements**:
**As Switchboard Agent, You Have**
- High school diploma or equivalent is required
- 1-year of switchboard experience is preferred
- 2 years of Customer Service experience
- Strong written and verbal English communication skills
- Strong analytical skills, problem-solving skills with the ability to act and decide accordingly
- Strong PC skills (including experience with Microsoft Office Suite) and ability to maneuver through multiple screens in a timely manner
- Demonstrates strong interpersonal skills, and attention to detail
- Strong collaborator and ability to multitask
- The ability to quickly track down information and work within a team environment
- Demonstrate ability to learn quickly, and follow directions as outlined in policies and procedures Possess the ability to defuse difficult situation
- IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics._
- Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws._

**Benefits**

**Benefits of Working as a Switchboard Agent**
- Competitive pay rates from $16/hr CAD (dependent on experience, certifications, and portfolio)
- Industry-leading medical, vision, and dental benefit plans + paid time off benefits
- Amazing career growth opportunities