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Call Centre Agent

2 weeks ago

Edmonton, Canada Crystal Glass Canada Ltd. Full time

**Overview**

**Answering Service Representative,**

**Customer Care Center**

**SUMMARY**

Answer phones to respond to orders, general customer inquiries, invoice questions, and customer complaints. Project a professional company image through phone interaction.

**PRIMARY RESPONSIBILITIES**
- Answer phones and respond to customer requests.
- Transfer customer calls to appropriate staff.
- Respond to google reviews and escalate complaints as required.
- Provide customers with product and service information.
- Upsell products and services.
- Identify, research, and resolve customer issues using the computer system.
- Follow-up on customer inquiries not immediately resolved.
- Complete call logs and reports.
- Recognize, document and alert the supervisor of trends in customer calls.
- Recommend process improvements.
- Other duties as assigned.

**KNOWLEDGE AND SKILL REQUIREMENTS**
- Windows, General office equipment, Electronic mail, Word processing software
- Reading text, Document use, Numeracy, Oral communication, Working with others, Problem solving, Decision making, Critical thinking, Job task planning and organizing, Significant use of memory, Finding information, Computer use, Continuous learning

Fulltime Days, Weekend

40 Hours per week **(Tuesday to Friday 9:30am to 6:00pm)**

**(Saturday 8:30am to 5:00pm**

**Company**
- Competitive wages based on experience and performance
- Comprehensive Benefits package, company ownership (shares) and a Employee Share Plan (ESP Plan) which is fully funded by Crystal Glass

Pay: $18.00-$21.00 per hour

Expected hours: 40 per week

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Employee stock purchase plan
- Extended health care
- Life insurance
- Vision care

Schedule:

- Monday to Friday
- Weekends as needed

**Experience**:

- Call center: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Location: In person