Customer Resolution Specialist, Call Handling
2 weeks ago
LEARN, DEVELOP AND GROW - WITH RELIANCE
By joining Reliance as a Customer Resolution Specialist, Call Handling, you become part of an organization that is committed to delivering exceptional experiences for our customers and will support you to be your best.
What will you do?
- Handle all customer issues in a professional and timely manner outstanding service
- Provide outstanding customer service on every call
- Update customer files accurately and complete correspondence in a timely manner
- Maintain positive and productive relationships with key contacts within the organization (WFP, Contractors, Service Managers, Central Administration, Call Centre management teams) and work together to ensure customers’ needs are a priority.
- Ability to listen, assist, advise, empathize, de-escalate, and negotiate with customers in a manner that creates goodwill, while balancing the needs of Reliance with the customer
- Knowledge of call handling and data entry procedures in a call centre environment
- Adherence to work schedules to achieve department service level objectives
What do we offer?
- Generous compensation plan consisting of base and bonus
- Comprehensive benefits and group savings plan
- Ongoing leadership, training, and support
- Cross functional career opportunities
- Generous discount on Reliance products
- Fast growing company with an award-winning culture
What do you bring?
- Post-secondary education (either College or University) or equivalent work experience
- At least two years’ experience in a Call Centre or Customer Service role.
- Ability to build relationships and communicate with a broad range of business clients
- A positive attitude and sociable behaviour are a strong asset for this role
- Calm, self-controlled and focused under stressful situations, while possessing a sense of urgency with respect to creating customer solutions
- Naturally empathetic, with the ability to maintain harmonious relationships
- A disciplined and rational approach to problem solving
- Strong organizational skills to balance workload, meet commitments and set priorities
- Strong capabilities in using Banner, Solomon, MS Office, and Case Management techniques (or equivalent experience)
- Flexible work hours to accommodate extended business day of the Call Centre (Monday to Friday 8:00 am to 6:00 pm). Some overtime may be required due to workload.
- Will be required to wear a headset, input data, and sit for long periods of time
Why Reliance?
Headquartered in Toronto, Reliance is the industry leader in providing home comfort solutions to over 1.9 million customers across North America. Reliance provides reliable home heating, cooling, hot water, water purification, electrical, plumbing & Smart Home products & services.
Each day, our Team Members are dedicated and focused on delivering an outstanding customer experience, developing top talent and giving back to the communities where we live and work. Reliance is an $900 million business with over 2,400 Team Members and growing We are proud to be recognized by Waterstone Human Capital Ltd. as Canada's 10 Most Admired Corporate Cultures.
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