Customer Service Representative
1 month ago
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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