Customer Service Representative

2 weeks ago

Markham, Ontario, Canada Parsons Corporation Full time

Job Summary:

We are seeking a highly skilled Customer Service Representative to join our team at Parsons Corporation. As a key member of our Critical Infrastructure team, you will be responsible for handling program inquiries, providing exceptional customer service, and fostering relationships with Inspections Centre representatives.

Key Responsibilities:

  • Handle program inquiries via telephone calls, emails, web-tickets, and chat interactions from the public and Inspections Centre representatives.
  • Act as the first point of contact for assistance with reviewing online applications, tracking open change requests, updating Company profile information, policy/program information, escalating cases for review, and other general inquiries.
  • Foster relationships with Inspections Centre representatives.
  • Handle sensitive and complex issues in a timely and accurate manner.
  • Demonstrate ability to qualify an issue, troubleshoot, and if needed, transfer to the appropriate support team for resolution.
  • Interact and liaise with internal and external departments to review and resolve customer concerns.
  • Proactively manage key performance indicators and achieve department target response time for calls, chats, emails, and web-tickets.
  • Achieve Quality Assurance targets.
  • Maintain service levels and adhere to departmental statistics.
  • Work with minimal supervision within departmental defined procedures.
  • Work independently and as part of a team, with changing time constraints.
  • Proactively call out to customers when needed for service-related matters.
  • Participate in special projects and perform other duties as required.

Qualifications:

  • Minimum 2 (two) years of customer service experience, preferably in the Call Centre and/or automotive industry.
  • Pleasant telephone manner; excellent written and verbal communication skills.
  • Strong PC skills, knowledge of (MS Office Suite e.g., Word, Excel, PowerPoint etc.).
  • Strong problem-solving, decision-making, and negotiating skills.
  • Ability to handle challenging situations by exhibiting composure and empathy.
  • Post-secondary education preferred.
  • Ability to multitask, quickly adapt to latest information and procedures.
  • Hybrid work environment with a minimum 2 days a week in office (subject to change as per business needs).

What We Offer:

  • Best-in-class benefits, including health, vision, dental, employer-paid provincial care premiums, Defined Contribution Pension Plan (DCPP), Tax-Free Savings Account (TFSA), Registered Retirement Savings Plan (RRSP), life insurance, paid time off, sick leave, all province-observed holidays off, and gym membership discounts.
  • Endless growth opportunities and a commitment to diversity, equity, inclusion, and accessibility in the workplace.

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