On-boarding Service Representative, Hybrid

3 weeks ago

Québec, Canada Canada Post - Postes Canada Full time

Job Requisition Id: 168106
Business Function: Customer Experience
Primary City: Montreal
Other Location(s):
Province: Quebec
Employment Type: Full-Time
Employment Status: Permanent
Language Requirement: Bilingual Imperative (BBBB)
Employee Class and Level: SL 03
Number of Vacancies: 1
Job Closing Date (MM/DD/YYYY): 04/25/2023

Reporting to the Superintendent, Commercial Service, the Service Representative is an integral member of the Customer Relationship Management (CRM) team providing after sale service to key account and enterprise commercial customers. The Service Representative responds to inbound phone calls (via IVR), to calls that are escalated from the Service Representative telephony agent for a customer visit or assigned via the CRM case process. Ensures customer concerns and problems are resolved with urgency. Identifies trends in customer complaints and problems to find root cause, assists the customer with resolving the problems and monitors the corrective measures.

**Responsibilities**:
Below are the main job requirements and responsibilities for the Service Representative Hybrid.
- Investigates and resolves customer problems at the client site; closes the customer call and ensures accurate documentation of problem and solution; for certain types or priorities of calls, places a follow-up call to the customer to confirm problem resolution.
- Analyzes trends in customer problems and complaints to determine root cause by reviewing CRM cases; identifies problem areas, communicates with the customers to resolve the problem; regularly monitors the corrective measure to there is no reoccurrence of problem.
- Plans, develops and prioritizes customer visits as well as follow-up calls to discuss new products with the customer and to ensure they are satisfied with the product or service offering.
- Educates and informs the customers of existing and new product and service offerings, and any changes to Mail Operation processes, including mail preparation, containerization or packaging.
- Writes or modifies service proposals. Informs Mail Operations and all stakeholders of the signed agreements and any proposed changes.

**Job Responsibilities (continued)**:

- Contributes to the team sales target and CVI target by identifying potential sales opportunities and referring the lead to the sales team.
- Participates in the implementation of corporate initiatives at the divisional level and is accountable for the achievement of specific goals based on these initiatives. Calls or visits client site to explain any anticipated changes in product or service offerings.
- Keeps up-to-date with basic selling skills and key competitors’ products and services.
- Maintains an in-depth knowledge of Canada Post products, networks and transportation, National Distribution Guide, Canada Post Operating Systems and processes, including knowledge of business and financial concepts in order to work with the customer to determine cost savings or service improvement opportunities.

**Qualifications**:
Education
- Post-Secondary Degree/Diploma (Equivalent experience may be accepted in lieu of a Post-Secondary Degree/Diploma)

Experience
- Minimum 2 years’ experience working in commercial customer service or commercial sales in a call centre environment
- Possess a valid provincial driver’s license

Assets
- Not Applicable

**Other Information**:
**Safety Sensitive Positions**
This position may be considered a Safety Sensitive position.

**Employment Equity**

**Conflict of Interest**
The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.

**Accommodation**
If you are contacted by Canada Post regarding a job opportunity or testing, please advise if you require accommodation.

**Important Message**

**Leadership Behaviours**
**Decision Making **- A champion of the organization who takes calculated risks and makes prudent, common sense decisions about current issues, future opportunities and resource requirements in a timely, well thought out manner, that aligns with the corporation's best interests.
**Accountability **- An individual who strives for performance excellence and who holds him/herself and direct reports accountable for decisions and actions and for learning from mistakes when intended results are not achieved.
**Business Orientation** - A proactive individual who understands the competitive nature of the business, and is committed to sustaining the business through excellent customer service and new business opportunities.
**Execution **- A focused and self-motivated individual who acts with a sense of urgency and delivers on time and within budget, by dealing effectively with challenges

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