Customer Experience Specialist

4 weeks ago

Calgary, Alberta, Canada ATCO Full time

Customer Experience Specialist

As a pivotal member of our team, the Customer Experience Specialist plays a crucial role in enhancing client satisfaction and ensuring a seamless service experience.

About ATCO

ATCO is a dynamic organization that operates various lines of business, committed to providing exceptional service and support to our clients.

The Customer Care Centre is in search of a dedicated Customer Experience Specialist. This position involves managing client service responsibilities, including addressing inquiries through various communication channels. The ideal candidate will possess a comprehensive understanding of our offerings to effectively address and resolve client needs.

We are passionate about delivering outstanding service, approaching every client interaction with responsiveness, care, and integrity. Our mission is to ensure that our customer service team meets ongoing client needs with professionalism and efficiency, striving to exceed expectations and create a positive atmosphere for our clients.

As our business continues to expand, we are looking for exceptional Customer Experience Specialists to support our clients within our vibrant Customer Contact Centre. We are not just building a standard contact center; we are creating an energetic and engaging environment. You will be actively involved from day one, and there will always be something exciting happening.

Key Responsibilities

In this role, you will focus on helping clients appreciate the spaces they inhabit. As we grow, our Customer Experience Specialists will be trained to address the needs of both our products and services. We operate throughout the week and are seeking adaptable team players to join us.

Daily Tasks Include:

  • Serving as the primary support contact for clients through multiple channels, including phone, chat, and email.
  • Engaging with clients regarding their service inquiries and identifying solutions to enhance their satisfaction.
  • Promoting our diverse range of services to clients, encouraging them to explore more of our offerings.
  • Managing personal performance metrics to align with overall business objectives.
  • Interacting with current and prospective clients by asking insightful questions and providing tailored solutions.
  • Facilitating sales for various home and business-related services.
  • Offering support to both residential and business clients.
  • Maintaining financial records by processing client adjustments.
  • Ensuring timely resolution of client concerns while maintaining a positive experience.
  • Opening and managing client accounts by accurately recording information.
  • Resolving service issues by clarifying client complaints, identifying the root cause, selecting the best solution, and following up to ensure resolution.

Candidate Profile:

  • Thrives in a fast-paced environment and performs well under pressure.
  • Excellent listening skills, making each client feel valued.
  • Detail-oriented, which is essential for success in this role.
  • Quick thinker with sound judgment.
  • Eager to contribute to the positive culture we are fostering.

Qualifications:

  • High School Diploma or equivalent is required.
  • Experience in customer service, preferably in a contact center environment.
  • Strong command of the English language, both oral and written.
  • Familiarity with inbound call center software and CRM systems is advantageous.
  • Proficient in Microsoft Office applications and possess strong typing skills.
  • Flexible availability to work during operational hours on a rotating schedule.

Why Choose ATCO?

Working at ATCO offers numerous benefits, including:

  • Competitive salary, pension matching, and employee share purchase program.
  • Opportunities to contribute to the community through charitable initiatives.
  • Flexible benefit packages designed to support your well-being.
  • Hybrid work options.
  • Comprehensive health and wellness programs.
  • And much more.

This role is integral to our mission of enhancing client satisfaction and making a positive impact in the communities we serve. We prioritize diversity, equity, and inclusion, building a team that reflects our core values and empowers individuals to bring their authentic selves to work.

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