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Customer Service Representative

2 weeks ago

Edmonton, Canada Groupe Touchette Inc Full time

The **Customer Service Representative (CSR)** will support clients and will be an ambassador of an open and collaborative sales culture.

**Duties and Responsibilities**:

- Handle up to 250 inbound calls from customers daily
- Perform scripted and unscripted outbound calls to existing customers
- Maintain high level of call quality and quantity standards adhering to our expected KPI’s
- Provide solutions to customer issues and concerns in a professional and courteous manner
- Maintain favorable relationships with the customer to encourage repeat and future business
- Receive, process and verify the accuracy of orders from customers
- Initiate required action for response to customer requests for order changes
- Receive inquiries from and/or contact the organization’s branch/regional offices to resolve a variety of order-related issues
- Recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole
- Responsible for actively ensuring the retention of the organization’s customer base including promoting the benefits and R.O.I. of using our organization to existing customers
- Be comfortable using multiple technological platforms to perform duties
- Regularly provide feedback on the soundness and effectiveness of the customer service department’s policies and procedures
- Take prompt corrective action where necessary or suggest alternative courses of action which may be taken to correct a problem
- Capable of handling an evolving and changing business including fluctuation of seasonal business, technology advancements and product offering
- Commitment to excellence is demonstrated through participation in continuous development programs and training

**Experience that Best Prepares You**:

- Post-secondary education in a Business related field preferred
- 1-2 years previous customer service experience preferred
- Tire or automotive background preferred

**Key Competencies**:

- **Strategic Thinking**:use good judgement to generate and evaluate alternative methods, along with the ability to convert ideas into action.
- **Sound Insight and Judgment**: maintain client and business confidentiality and take full responsibility for behavior, decisions and results. Handle business matters within the company’s code of conduct and ethics
- **Problem Solving and Analytical Thinking**: identify and communicate problems at the root cause and use sound judgment when resolving these issues
- **Self-Management**: set defined and realistic personal and professional goals, take initiative to meet goals in both a team and individual environment
- **Continuous Learning**: think ‘outside the box’ to develop solutions and be innovative in solving business challenges. Self-motivate to keep up and ahead of current market conditions/technology
- **Partnering & Teamwork**: engage in cross functional activities and work collaboratively to identify, and participate in reaching, common goals and creation of effective solutions. Communicate effectively across all teams and departments
- Self-motivated individual with strong coaching/teaching skills
- Positive attitude with attention to detail
- Willingness to grow and learn new ways to improve
- Able to gain the respect of coworkers through example, actions, and thoughtfulness
- Effective communicator
- Strong Interpersonal skills
- Superior customer service attitude
- Extremely reliable, diligent, and hard working
- Able to work in a fast-paced environment
- Professional and articulate
- Extremely organized and able to multi task
- Detail oriented
- Working knowledge and experience with Microsoft Office including Excel and Access

GTCORP

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- RRSP match
- Store discount
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed

Work Location: In person