Customer Service Representative

5 months ago

Edmonton, Canada Canadian National Railway Full time

**Role**

The Customer Service Representative operates as a professional in a call center environment. Working to enable rail service, the SDR ensures that CN meets the needs of our customers by maximizing operational efficiency and flexibility, minimizing cost and protecting revenue.

The Customer Service Representatives are part of the customer team, taking direction from the Supervisor and Senior Customer Service Representative on priorities and performing activities required to meet our customer’s needs. The Customer Service Representative will perform specialized tasks requiring time and attention. An example of these duties may include producing reports, assisting the customer with Diversions and overloads, and bad orders. The Customer Service Representative will interact directly with the customer or through the Senior Customer Service Representative.

**Critical Performance Areas**
- Manage incoming requests from Senior Customer Service Representative and work with customers to take appropriate action to ensure requests are fulfilled. This includes handling requests or working with other stakeholders (ex. ETC, OS, Claims) to complete tasks. Work with Senior Customer Service Representatives and Supervisor to escalate as required.
- Communicate, monitor and advise customers on problems areas, service exceptions, special requests and update necessary logs, forms or systems, as required.
- Assist the customer in specific activities, such as diversions, transloads, way billing issues, inbound load rejects, imbalanced/overload cars, bad order cars, holiday schedules, etc.
- Run various systems inquiries (ex. SRS, Business Objects, CSI) obtaining status on shipments and empty equipment. Compile and analyze data.
- As required, monitor fleet location, traffic status, updating work orders as needed, identifying exceptions and shortfalls.
- Other duties as assigned and required.

Success in the call center environment may be measured by:

- Wait time for initial contact
- Length of time required during interaction to reach resolution
- Ability of the CSR to impart relevant knowledge on the first contact
- CSR scorecard
- General customer service perception (measured by surveys)
- Additional measurements as required

Working Conditions
- Expected: 25-30% on phone with Customer. Expected to remain professional when faced with difficult situations.
- Fast-paced and intense with many time constraints, outside pressures and simultaneous activities; required to prioritize, follow-up and escalate internally in addition to answering customer inquiries.
- Shifts are assigned based on seniority. Some shifts will require shift work (day shift, afternoon shift, night shift, weekends, and holidays).
- High team-interdependence expected.
- Must be able to work without constant, direct supervision.

**Employment Requirements**
- Postsecondary preferred. Equivalent experience may be considered.
- Previous Customer Service position and Call center experience (min. 1 year full time)
- Excellent verbal, reading comprehension and writing skills in English (fluent French and English in Montreal).
- Excellent communication & customer service skills.

**Assets**
- Proficiency in the use of Microsoft Office, Word and Excel with a minimum typing speed of 30 words per minute.
- Courteous telephone manner is required.
- Good working knowledge of North American geography and train operations.
- Must be reliable and flexible.
- Experience working with external and internal customers and vendors.

**About CN**

CN is a world-class transportation leader and trade-enabler. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. As the only railroad connecting Canada’s Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.

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