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Customer Care Representative

1 month ago

Durham, Canada EH!telNetworks Inc. Full time

**Customer Care Representative**

**Job Summary**:
The Customer Care Representative will provide a high-quality customer experience by delivering exceptional customer service and support for new and existing customers.

**Reports to: Manager of Customer Experience**

**Responsibilities include, but are not limited to**:

- Respond effectively to customer inquiries.
- Keep current on all products, services, and promotions in order to effectively promote and sell to potential customers, and upsell existing customers.
- Required to provide exceptionally high level of service to potential and existing customers.
- Stay abreast of customer care performance targets and work to achieve them.
- Resolve billing and service complaints upon first contact. Take responsibility for issues and follow up/escalate accordingly. Required to interact with other departments as necessary to help resolve any customer concerns.
- Initiate service orders and coordinate with various departments and ensure follow through.
- Follow established policies, procedures, and processes as set out by the company.
- Report data and maintain records accurately using the tools and systems provided.
- Provide expertise in specialty groups to relevant departments both internally and externally during procedural modification.
- Communicate news and other product information to customers to ensure they have the best services to meet their needs and wants.
- Maintain and update various online and printed product information and manuals.

**Educational Requirements**:
Post-Secondary diploma in Business, Administration or equivalent experience.

**Required Qualifications, Skills, and Experience**:
Must have exceptional customer relationship skills

Possess strong conflict management and problem-solving skills

Ability to work independently and as part of a team

Demonstrated ability to multi-task effectively

Communicate effectively with a wide range of customers

Keyboarding and internet navigation skills

Comfortable learning and using new technology

Detail and Goal Oriented

**Working Conditions**:
Working in an office environment

Using the telephone to communicate with customers

Inbound and Outbound calling activity

Communication with other departments

Considerable time spent on the computer

Retail environment

Flexibility with work location and hours of work based on business needs

**Physical Demands**:
Considerable time spent sitting at a work station using a keyboard and mouse

Communicating using the telephone

May be required to lift up to 15lbs

Prolonged sitting

**Mental Demands**:
Ability to handle and prioritize changing workloads

Increased customer demands during peak hours

Ability to de-escalate conversations/situations

Interacting with the public/customers

**Hours of Work**: 40 hours per week. Days and hours of operation may vary

**Job Types**: Full-time, Part-time

Expected hours: 24 - 40 per week

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- Holidays
- Monday to Friday
- Overtime
- Weekends as needed

Ability to commute/relocate:

- Durham, ON N0G 1R0: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Do you acknowledge that this role is required in the office, and is NOT offered remotely?

Work Location: In person