Customer Service Representative

4 weeks ago

Sydney, Nova Scotia, Canada Mass Markets Full time

POSITION OVERVIEW

A CAREER IN CUSTOMER SERVICE

We seek customer-focused professionals to join our team in a dynamic and fast-paced environment. In this role, you will handle inbound inquiries, troubleshoot basic technical issues, and assist customers with products and services.

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

This position involves interacting with customers to resolve support issues, sell new products and services, and provide a best-in-class customer experience. You will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

RESPONSIBILITIES

  • Handle inbound and outbound contacts in a courteous, timely, and professional manner
  • Listen to customers, understand their needs, and resolve customer issues
  • Utilize systems and technology to complete account management tasks
  • Accurately document and process customer claims in appropriate systems
  • Follow all required scripts, policies, and procedures
  • Utilize knowledge base and training to accurately answer customer questions
  • Comply with requirements surrounding confidential information and personal information
  • Appropriately escalate customer issues with the managerial team
  • Ensure first call resolution through problems solving and effective call handling
  • Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
  • Adhere to all attendance and work schedule requirements

CANDIDATE QUALIFICATIONS

WHO IS A GOOD FIT?

We are looking for highly motivated and customer-focused individuals who are eager to learn and grow with our company. Ideal candidates will have excellent organizational, written, and oral communication skills, as well as the ability to type swiftly and accurately.

REQUIRED SKILLS

  • Must be 18 years of age or older
  • High school diploma or equivalent
  • Experience with data entry utilizing a computer
  • The ability to read and speak English fluently
  • Have a wired, high-speed internet connection (Download speed of 20Mbps+)
  • Excellent organizational, written, and oral communication skills
  • The ability to type swiftly and accurately (20+ words a minute)
  • Ability to work regularly scheduled shifts within our hours of operation including the training period
  • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
  • Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
  • Highly reliable with the ability to maintain regular attendance and punctuality
  • The ability to evaluate, troubleshoot, and follow-up on customer issues
  • An aptitude for conflict resolution, problem-solving, and negotiation
  • Must be customer service oriented (empathetic, responsive, patient, and conscientious)
  • Ability to multi-task, stay focused, and self-manage
  • Strong team orientation and customer focus
  • The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
  • Excellent interpersonal skills and the ability to build relationships with your team and customers

PREFERRED QUALIFICATIONS

  • One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
  • State or Federal work experience

COMPENSATION DETAILS

WHY CHOOSE MASS MARKETS?

We offer a competitive compensation package, including regular reviews and raises based on tenure and performance. Our employees also enjoy a range of benefits, including medical, dental, and vision coverage options, paid time-off, and advancement opportunities.

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