Customer Care Specialist

**Who We Are**

St. John Ambulance British Columbia & Yukon (SJA BCY) is a not-for-profit mission-led enterprise committed to _empowering safer communities through first aid leadership_. SJA BCY is part of the federated St. John Ambulance organization in Canada, which is represented from coast to coast. We are privileged to be part of an organization with over 900 years of service to humanity. Today, SJA BCY is a market leader in the development and delivery of first aid courses and products while supporting first aid in communities through our 1500 plus volunteers.

**The Opportunity**

Our British Columbia and Yukon headquarters is seeking an energetic Customer Care Specialist in our call centre. This is a great opportunity for anyone looking to begin their career in an office environment. You are an extraordinary multi-tasker who will be cultivating, building, and maintaining positive customer relations by responding to inquiries and complaints in a professional manner. You will ensure that all duties and responsibilities are completed accurately and delivered with high quality, in a timely and professional manner. This includes ensuring a quality image conveyed by St. John Ambulance BC & Yukon, at all times, and consistently and effectively communicating the St. John Ambulance vision. This is an on site position at our Provincial Head Office.

**Responsibilities and Duties**
- Conduct warm and cold calls to new and existing customers;
- Assist clients with their day-to-day activities related to their SJA Account including, but not limited to: Class registration; Product inquiries, payment process, and troubleshooting; and Updating and maintaining account and contact database in CRM.
- Consistently perform to exceed the centers KPIs;
- Maintain a positive, friendly, and motivating environment within the team while adapting to changing business needs;
- Contribute ideas to resolve problems, serve customers, and improve productivity;
- Communicate and escalate client issues as required to Management and Team Lead;
- Cultivate, build, and maintain positive customer relations by responding to inquiries and complaints in a professional manner;
- Perform accounts receivable activity on the delinquent accounts; and
- Work closely with peers to meet and exceed customer demands.

**Qualifications and Skills**
- Previous customer service, call centre, sales or CRM experience is an asset (but not required; on-the-job training will be provided);
- Excellent written, oral, and interpersonal communication skills;
- High knowledge retention;
- Ability to answer client questions about SJA products and courses accurately;
- Strong problem-solving skills;
- Ability to work in an environment where deadlines are a priority;
- Ability to handle multiple tasks simultaneously;
- Detail orientated and tech-savvy; and
- Experience in MS Office.

**Why Join SJA BCY?**
- Competitive compensation package and a commitment to creating a growth environment for everyone on our team;
- An opportunity to work in a historic and impactful organization that saves people’s lives;
- Comprehensive benefits package; and
- Pension plan with employer matching program.

SJA BCY is a welcoming and collaborative organization. We welcome diversity in our organization and qualified applicants of all backgrounds are encouraged to apply.

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

**Benefits**:

- Casual dress
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Store discount
- Vision care

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Commission pay