Customer Service Specialist

2 weeks ago

Edmonton, Canada SIRVA Full time

The Service Excellence Specialist is a hands-on role responsible for customer service, rules compliance and training, with the underlying objective of identifying opportunities for improving performance.

JOB RESPONSIBILITIES
- Receive customer service queries with the goals of initiating and executing resolutions for immediate, mutually positive outcomes; identifying root causes of performance issues; and, suggesting corrective actions
- Record all pertinent information, including assignment and reconciliation of costs, accurately and timely in appropriate systems or tracking worksheets
- Assist agents and drivers with real-time support to ensure compliance with logístical requirements of the Federal Government moving services contract
- Develop and maintain strong working relationships with drivers to excel as a trusted resource and liaison with Operations, Government Services, and customers
- Produce and present performance improvement initiatives to meet business objectives
- Develop and provide compliance and systems education to drivers and new staff
- Monitor business performances and generate periodic reports for management review

QUALIFICATIONS AND PREFERRED SKILLS
- Above average knowledge of Canadian geography, preferably in the context of the household goods moving industry
- Previous experience interpreting, applying, and explaining policies
- Must be solutions oriented, supported by strong analytical, organizational, and time management skills
- Communicate clearly and respectfully; bilingual (French/English) oral and written language skills preferred
- Excellent customer service skills and able to handle customer service situations with diplomacy and professionalism
- Possesses a performance-driven attitude; continually seeks improvement opportunities, and pursues results through critical thinking and proven problem-solving skills

EDUCATION AND CERTIFICATION REQUIREMENTS
- High school diploma and a minimum of five years’ applicable work experience

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