Customer Care Specialist

**CUSTOMER CARE SPECIALIST**

**(Currently fully remote - **Head Office roles can be performed from home or our well-appointed Mississauga office)

**Love what you do. Join a team with a passion for protecting potential.**

**Meet WSPS**

Workplace Safety & Prevention Services (WSPS) is the largest health and safety association in Ontario. Each year, through the provision of health and safety consulting, training, events and resources, WSPS reaches an ever-expanding group of businesses across the agricultural, manufacturing and service sectors.

We love what we do and invite you to join us in protecting the potential of Ontario businesses and their workers. Together, we can help people live lives uninterrupted by workplace injury or illness.

**Who we’re looking for**

We are looking for people who are skilled at what they do, and are driven to contribute to our vision and share our values: a concern for worker well-being, a desire to nurture strong relationships, a commitment to integrity and a future-focused mindset.

**KEY RESPONSIBILITIES**

Note: Percentages refer to approximate % of time spent on each area, over the course of a given year
**Inbound customer contact and service (25%)**
- Conduct a needs assessments during customer interactions and match the customer’s need with the appropriate product and/or solution i.e. training programs, web-based training, literature, consulting services (including fee for services), technical services and Health & Safety Excellence program.
- Upsell products and services based on analysis of customer needs.
- Assist the customer to identify basic legislative compliance issues (WHMIS, Certification etc.), and escalate advanced/specific requests to Duty Consultant, Account Manager or Technical Specialist.
- Arrange for appropriate service group to follow up with the customer as required.
- Support specialized functions for key accounts including customized invoicing and record of training reports
- Troubleshoot customer concerns such as returns, cancellations and complaints, back orders and damaged goods while following organizational policies and procedures.
- Escalate customer inquiries with special requests, including but not limited to communication support, alternative formats to immediate Manager.

**Outbound customer contact (15%)**
- Contact select customers to make them aware of upcoming events, products and services
- Execution of targetted outbound/follow-up campaigns
- Conduct and follow up on customer satisfaction surveys
- Contact customers to inform them of course cancellations - resolve customers' concerns and make best recommendation for alternative offerings
- Represents WSPS at public and Safety System events (ie. Excellence program, regional conferences, and workshops) as required
- Maintain/update CRM activity tracking to ensure that all customer interactions and information is entered and available for review.

**Administration and Support to Onsite and Public Training, Fee for Service Consulting and other Organizational Initiatives (60%)**
- Set up public training sessions in registration system as per schedule provided by Training Department.
- Process participant registrations for training, volunteer functions, conferences, workshops and safety group sessions
- Provide pre-delivery support including promotion of conferences/events, coordination of relevant details and logistics.
- Produce and distribute confirmations, invoices, certificates and records of training in a timely fashion to appropriate parties.
- Complete customer attendance records.
- Generate and distribute reports where necessary and as requested.
- Prepare contract documents, provide quotes for public training and products and follow up with the customer.
- Act as back up for Print Liaison Coordinator, when needed.
- Order materials for training and Input product orders in the order entry system.
- Verify information from web orders for accuracy to ensure customer satisfaction.
- Process return authorizations.

**Contributes to a Healthy and Safe Work Environment (at all times)**
- Adhere to WSPS policies, procedures, process fact sheets, guidelines and business rules established in the WSPS Quality Management system which ensures the achievement of our quality goals
- Contribute to promoting a healthy and safe culture, and links efforts to the WSPS quality management system approach (Plan, Do, Check, Act, Continuous Improvement Cycle)
- Act as a role model internally and externally by demonstrating knowledge of health and safety and wellness practises.

**SKILLS AND EXPERIENCE**

**Minimum**:

- Post-secondary business administration courses or diploma
- 2-3 years in an administrative/ customer service capacity
- Highly proficient in Microsoft office (Word, Outlook, Excel)
- Basic occupational health and safety knowledge
- Comfortable with cloud based and audio/video conferencing platforms (Zoom, Adobe Connect, Go To Meeting, Teams etc.)
- Strong communication skills (o