Customer Service Representative

4 weeks ago


Calgary, Alberta, Canada Avetta Full time

Job Summary

The Supplier Success Professional for Avetta will be the first point of contact for all customers, providing professional support and resolving complex issues with a focus on customer experience. This role requires being fully fluent in Spanish and English.

Key Responsibilities:

  • Provide support to all Avetta customers
  • Resolve complex issues with a focus on customer experience
  • Interact directly with customers through various channels
  • Prioritize and resolve customer needs
  • Verify details on regulatory documents
  • Support and explain customer billing and subscription terms
  • Record details of interactions in Service Cloud (SFDC)
  • Provide necessary follow-up, both via phone and email
  • Communicate and coordinate with internal departments
  • Work as a team and be a positive addition to Avetta's culture

Requirements:

  • High school diploma or equivalent required
  • Call center experience is a plus
  • Excellent communication skills - both written and orally
  • Working PC knowledge, windows preferred and related applications
  • An affinity for learning online software systems
  • Interpersonal skills
  • Problem analysis and problem-solving
  • Attention to detail and accuracy
  • Adaptability
  • Self-Motivated
  • Stress tolerance

Metrics That Matter:

  • Customer Satisfaction (CSAT) Survey Scores
  • Number of calls, chats and cases as defined by department
  • Quality Scores
  • Adherence & Productivity
  • Regular and Predictive Attendance


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