Service Representative Telephony

3 weeks ago

Fredericton, Canada Canada Post - Postes Canada Full time

Job Requisition Id: 167871
Business Function: Customer Experience
Primary City: Fredericton
Other Location(s):Opportunity for [partial] remote work available
Province: New Brunswick
Employment Type: Full-Time
Employment Status: Permanent
Language Requirement: Bilingual Imperative (BBCC)
Employee Class and Level: SL 03
Working Hours: 40 hours per week
Number of Vacancies: 1

**Salary**: $69,981 annual starting rate
Job Closing Date (MM/DD/YYYY): 04/13/2023

Reporting to the Superintendent, Commercial Service, the Service Representative is an integral member of the Customer Relationship Management team providing after sale service to key account and enterprise commercial customers. The telephony Service Representative responds to calls from the CRM case process, directly from customers, and Mail Operations. Ensures customer concerns and problems are resolved with urgency.

**Responsibilities**:
Below are the main job requirements and responsibilities for the Service Representative Telephony.
- Analyze and resolve client problems with key account and enterprise customers via the telephone and forward problems requiring further analysis to a deployed Service Representative.
- Plan, develop and prioritize customer calls 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.
- Educate and inform commercial customers, including developing presentations, on existing and new products and Mail Operations processes including mail preparation, containerization, packaging and scheduling.
- Write or modify service proposals, and inform Mail Operations and all stakeholders of the signed agreements and any proposed changes.

**Job Responsibilities (continued)**:

- Contribute to the team sales target and CVI target by identifying potential sales opportunities and referring the lead to the sales team.
- Participate in the implementation of corporate initiatives at the divisional level, assume accountability for the achievement of specific goals based on these initiatives, and call customers to explain any anticipated changes.
- Keep up-to-date with basic selling skills and key competitors’ products and services.
- Maintain an in-depth knowledge of Canada Post products, networks and transportation, the National Distribution Guide, and Canada Post Operating Systems and processes including business and financial concepts.

**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
- Not Applicable

Assets
- Not Applicable

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

**Employment Equity**

Disability is defined as a persistent or episodic physical, sensory, or mental health condition and/or functional limitation. Disability includes both visible and hidden conditions and/or limitations that may impact vision, hearing, mobility, flexibility, dexterity, pain, learning, developmental, mental/psychological, and memory.

**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**

Canada Post is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by Canada Post regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.

**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 themselves 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 and ambiguous situations.
**Leading People** - A compelling commu

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