Charter Contact Center Rep Ii

5 months ago

Markham, Canada First Student Full time

**First for a reason**

First Student is the largest school transportation provider in North America with more than a century of experience providing safe and reliable transportation. We work with 1,250 school districts in 39 states and 8 Canadian provinces carrying approximately five million students in 21,000 schools daily.

First Student is hiring a Charter Centre Representative in Markham, ON

**Major Responsibilities**
- Easily navigate through multiple systems and websites
- Using basic sales techniques, understand customers’ needs to receive all required information needed to develop quote, upsell on every interaction to increase the value of the order or identify other sales opportunities within Charter or First Student
- Once information has been received from customer, develop the quote which will need to include any local requirements, consideration for any applicable ancillary fees and mapping out trips
- Enters and sends booking invitations to locations with available capacity (via phone, SharePoint or Outlook depending on appointment urgency).
- Once quote has been developed, presents to customer. Ensures customer understands the quote and may need to use sales techniques in order book the trip. Will be relied upon to notify leadership if a rebate is needed, in order to book the trip.
- Enters information into SharePoint and manages responses from location
- Responds to customer inquiries and problems providing timely and accurate information or directing inquiries to supervisors if needed.
- Remains informed on new policy, pricing, procedures, and other general information of interest to customers.
- Support lower level staff including agency employees. Expected to be a role model for all lower level staff.
- Supports lower level staff with complex issues and can identify both the issue and the solution.
- All other duties assigned.

**Minimum Education or Certifications Required**
- High School Diploma or equivalent

**Minimum Experience or Skills Required**
- 2 years experience providing customer service or sales in a call center environment preferred but not required
- Solid oral and written communications skills; must demonstrate a professional and polished demeanor with a positive, upbeat and friendly personality
- Strong customer service skills; must be passionate about delivering quality service and making a difference in the customer experience
- Ability to listen attentively, solve problems creatively, create win-win situations with internal and external customers
- High attention to detail; able to enter data in an efficient and accurate manner
- Strong ability to develop and maintain professional working relationships
- Ability to learn quickly and adapt to change in a fast-paced environment
- Strong ability to handle multiple tasks at once; prioritize activities based on urgency and importance, and take appropriate action with little supervision
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
- Solid computer skills - Windows, Excel and Outlook - and be internet browser proficient

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