Customer Service Representative

1 week ago

Greater Toronto Area, Canada Ecofitt Corporation Full time

**About Ecofitt**

Ecofitt is a demand-side energy and water conservation focused manufacturer, wholesaler, supplier and administrator of products and programs. Ecofitt primarily works with utilities, provincial efficiency agencies, NGO’s, industrial, commercial and institutional organizations across North America.

**Job Summary**

Reporting to the Customer Service Coordinator, the Customer Service Representative (CSR) is a key member of the Ecofitt team as they are the first point of contact for all Ecofitt customers. The CSR will place outbound calls and receive incoming calls to provide program information; determine customer eligibility to participate in our programs; and schedule appointments with our field team. The CSR will also be responsible to support the Coordinator in conducting quality assurance on customer files to ensure accuracy of all customer information on record.

**Responsibilities**
- Answers incoming phone calls in a professional and timely manner; transferring calls to the appropriate departments as required
- Assists customers to book appointments; providing customers with program information and performing qualifying surveys to determine customer eligibility to participate in the programs
- Works according to an established program plan; supports day to day program deliverables as determined by program plan
- Update and maintain call logs and customer database
- Works to ensure mínimal organizational exposure and risk on project(s); resolving customer complaints in a timely and professional manner and escalating as required
- Keeps Customer Service Coordinator well informed of the status of all deliverables
- Owns schedule control and acts as the liaison between customers and field staff
- Ensure the accurate and timely preparation of all necessary reports and records regarding program deliverables
- Provide support in carrying out Ecofitt’s quality assurance program; tracking and documenting all quality assurance/ quality control activities to support continuous program improvement
- Meet targeted call quotas and service levels
- Problem-solving, decision-making, and multi-tasking in a fast-paced environment
- Adhere to all company policies and procedures
- All other duties as required

**Required Qualifications**
- Excellent attention to detail and the ability to effectively support multiple projects
- Exceptional interpersonal skills (both in-person and in written/ verbal communication) in order to effectively work cross functionally; source information, build relationships, and provide exceptional customer service
- Excellent verbal and written communication skills
- Strong analytical, problem-solving and decision-making capabilities
- Ability to cope with stress and maintain composure in difficult situations

**Desired Qualifications**:

- Minimum two (2) years customer service experience in a call center environment is an asset
- Experience conducting QA/QC audits is an asset
- Fluency in French is an asset

**Working Conditions**
- Remote work
- Ecofitt is an equal opportunity employer. We value the diversity of our people for the strength it brings to our Company. _

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

**Salary**: $18.00 per hour

**Benefits**:

- Work from home

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- call center: 2 years (preferred)

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