Customer Service Representative

1 week ago

Sydney, Nova Scotia, Canada Mass Markets Full time

About the Role

As a Customer Service Representative with Mass Markets, you will play a vital role in delivering exceptional customer experiences and driving business growth. This is an exciting opportunity to join our team and contribute to the success of our clients.

About the Job

This is a full-time position that requires a strong focus on customer service, technical support, and sales interactions. You will be working with customers across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.

Responsibilities

  • Handle inbound and outbound contacts in a courteous, timely, and professional manner
  • Listen to customers, understand their needs, and resolve customer issues
  • Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
  • Follow the processes of the Client program and perform all tasks in a courteous and professional manner
  • 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
  • Escalate customer issues to the appropriate staff and managerial for resolution as needed.
  • 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

Qualifications

We are looking for highly motivated, energetic, and dedicated individuals who possess excellent communication and problem-solving skills. To be considered for this role, you must:

  • Be 18 years of age or older
  • Have a high school diploma or equivalent
  • Have experience with data-entry utilizing a computer
  • Be able to read and speak English fluently
  • Have a wired, high-speed internet connection (Download speed of 20Mbps+)
  • Have excellent organizational, written, and oral communication skills
  • Be able to type swiftly and accurately (20+ words a minute)
  • Be highly reliable with the ability to maintain regular attendance and punctuality
  • Be able to evaluate, troubleshoot, and follow-up on customer issues
  • Have an aptitude for conflict resolution, problem solving and negotiation
  • Be customer service oriented (empathetic, responsive, patient, and conscientious)
  • Be able to multi-task, stay focused, and self-manage
  • Have strong team orientation and customer focus
  • Be able to thrive in a fast-paced environment where change and ambiguity are prevalent
  • Have excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred Qualifications

The following qualifications are preferred but not required:

  • 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

We offer competitive compensation and benefits packages, including:

  • Estimated salary: $42,000 per year
  • Paid time off
  • Paid holidays
  • Paid training opportunities
  • Daily, weekly, and monthly incentives
  • Group benefits offering for full-time employees

Benefits

In addition to our standard benefits package, we also offer:

  • Medical, dental, and vision coverage options
  • Life insurance
  • Disability insurance
  • Retirement savings plan
  • Employee assistance program

Why Work for Us?

We are committed to providing a positive and supportive work environment that allows our employees to grow and succeed. We believe in the importance of work-life balance and offer flexible scheduling and remote work options. Our company culture values diversity, equity, and inclusion, and we strive to create a workplace that is welcoming and respectful to all employees.

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