Sr Customer Support Representative

3 days ago

Calgary, Alberta, Canada Avetta, LLC Full time $42,000 - $84,000 per year

The Vetify Fulfillment Rep (Sr Customer Support) will assist Connect Cloud end-users maximize the use and value of the application.  Vetify Fulfillment supports both the Connect application and the underlying compliance and qualification business process.  End-user entry points into Avetta Customer Service include, phone, chat, web tickets and end-user self-service.   The work performed by a Vetify Fulfillment rep is fast paced, challenging and rewarding work assisting Avetta customers realize full value from Avetta Cloud applications.   Avetta Vetify fulfillment provides a career progression that allows high performers to quickly achieve promotions and salary/bonus increases based on learning and achievement of exemplary Customer Satisfaction. 

If residing within commutable distance to one of our offices, a hybrid schedule would be required (3 days in office, 2 days work from home). Remote work may be considered for those outside of commutable distance. If on a hybrid schedule, the first 4-8 weeks would be fully in office for training.

Pay rate: $21.00 CAD/hour

This position starts on November 17 and requires 100% attendance for 8 weeks of training (Monday-Friday, 9 am-6 pm MT).

RESPONSIBILITIES:

  • Help end-users navigate the Avetta Cloud application
  • Assist end-uses in making payment of their Membership Fees
  • Verify technical documents submitted by end-users 
  • Record details of inquiries, comments and complaints
  • Communicate and coordinate with internal departments to resolve Customer requests
  • Record end-user reported defects and product gaps
  • Handle and resolve customer complaints when necessary
  • Conduct all customer interactions in a manner that presents Avetta in a positive light.
  • Specialists are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established by Avetta

MINIMUM QUALIFICATIONS:

  • Superior communication skills – both written and oral 
  • Meticulous attention to detail
  • Strong multi-task skills
  • An aptitude for learning online software systems
  • Excellent troubleshooting and problem-solving skills
  • Working knowledge of desktop productivity applications (Word, Excel, etc.)
  • Passion/desire to help Customers
  • Self-motivated
  • Desire to learn both new technology and new business processes
  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with 

METRICS THAT MATTER:

  • Green flag completion percentage
  • Call and email count
  • CSAT and NPS scores

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