Customer Service Representative

At Extend Communications, **we stand for integrity, innovation and initiative**. Our experience and expertise extend to a variety of industries such as real estate, small businesses, service companies, corporations and governments. We don’t have a one size fits all strategy. We will customize our services to fit your business needs with our cutting-edge software and hardware.

You can always count on us, even during a disaster. **We’re prepared to operate with our contingency plan and spare equipment so we can deliver 24/7**. When you experience an emergency, we have a tailored plan to help your company handle the situation.

**OUR VISION**: To Extend our People, our Clients, and our Community, from where they are today to where they Dream to be
**OUR MISSION**:To improve our clients’ business initiatives by providing outsourced communication solutions that seamlessly integrate our high quality staff and the latest technology, into their companies.

**OUR CORE VALUES**
INTEGRITY - Open, honest, and transparent with each other, our clients, and our community.
INITIATIVE - Think it, say it, do it
INNOVATION - Ideas drive our creative solutions.
INDIVIDUALS - Our strength is our people.

Extend is now offering temporarily REMOTE job opportunities to exceptional individuals who are motivated, have a strong work ethic and are passionate about delivering exceptional customer service. When our “new normal” operations resume, this position will change from a work at home environment back to our office location in Brantford, with the potential of a permanent remote position.

We are recruiting for a **Customer Service Representative**. The Customer Service Representative is responsible for answering incoming calls and dispatching calls as per the instructions provided by the client.

**Job Duties and Responsibilities**
- Obtain all required information for each client and follow dispatch instructions
- Document all call information according to client requirements
- Identify and escalate issues to supervisors as required
- Answer incoming calls from clients
- Dispatch calls as per instructions provided by the client
- Access client webpages and book slots on client webpages as required
- Review, complete testing and familiarize yourself with new client accounts
- Audit new client profiles to ensure there are no errors or issues
- Review quality monitoring on a bi-weekly basis
- Participate in account specific training as required through various times of the year
- Conduct proofing on updated accounts as requested
- Ensure that the intraportal and staff accounts are checked and monitored daily
- Participate in staff meetings and attend training sessions and webinars as required
- Be flexible for scheduling purposes
- Always maintain professionalism on calls especially during difficult situations
- Promote and demonstrate Extend Communications core values
- Perform other duties as assigned

**Job Requirements and Qualifications**
- Minimum of a high school diploma
- Minimum of 1 year of customer service experience, call centre experience is an asset
- Be familiar with logging into webpages and navigating screens
- Familiarity with video conferencing software, experience with zoom is an asset
- Experience with call centre technology is an asset
- Strong attention to detail
- Superior verbal and written communication and listening skills
- Ability to work well in a team atmosphere
- Willingness to learn and be adaptable
- Ability to work on multiple tasks at once
- Ability to work in and adapt to a fast-paced environment
- Work well with mínimal supervision and independently

**You will be expected to provide and maintain at your own expense the recommended equipment, voice and internet connections.**
- Desktop PC or laptop /Keyboard/Mouse, Windows 10, minimum 2 GB RAM with built in Webcam
- Un-interruptible Power Supply (UPS) with 10 minutes minimum run-time (battery backup)
- Reliable internet connection, no satellite internet
- Land-line telephone/ cellular device with unlimited daytime and evening minutes package if applicable
- Dual monitors, minimum 1440 x 900 resolution

**Why Extend?**
- We offer paid training and a competitive starting hourly rate
- We have a great benefit package, Dream Initiative Program, Core Value Recognition Program
- We offer a Personal & Professional Growth Assistance Program (PGAP)
- Wellness Fund
- You will have a variable schedule which is provided to you three weeks in advance to promote work-life balance
- Extend Communications is committed to fair and accessible employment practices. If you require any accommodation, please advise the recruitment team. _

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

**Benefits**:

- Dental care
- Extended health care
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Holidays
- Monday to Friday
- Weekend availability

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer Service: 1 year (required)

Shift availabilit