Digital Support Specialist

Found in: Talent CA C2 - 2 weeks ago

Vaughan, Canada 407 ETR Full time

Position Summary:

The Digital Support Specialist will be responsible for providing customer support over 407 ETR’s digital channels such as email and Live Chat. Assist with managing customer requests, account maintenance, and administrative tasks.

Direct Relationships:

Team Manager, Digital Customer Support Manager, Digital Customer Operations Director, Customer Operations

Duties and Responsibilities:

Maintain customer accounts in Salesforce and Appian Process transponder lease requests for Transponder Equipped vehicles and Personal leases via email or Live chat Support a high volume of customers via live chat, email/correspondence and social media in a way that reflects 407 ETR in a positive light.Serve as product expert when resolving multiple Live Chats concurrently.Keep records of customer interactions, transactions, comments, and complaints. Provide administrative support to the customer operations team.Responsible to ensure KPIs are met consistently. Keep current with the company policies and procedures, job aids & continuous learning sessions.Flexibility to work additional hours when required to meet department objectives. Other projects or tasks as assigned.

Qualifications:

1 -2 years’ experience in a customer service type role or e-commerce environment College diploma in Business, Communications, Marketing, or related field is preferred. Excellent written and verbal communication skills Ability to multi-task and meet deadlines in a fast-paced environment. Must be detail and process oriented. Good typing speed and working knowledge of MS Office Products (Word, Excel) Experience with PeopleSoft, Maestro, Salesforce, Appian, and/or SAP is an asset. Knowledge of 407 ETR business would be considered an asset. Comfortably navigate multiple applications to quickly locate and communicate solutions. Available to work weekdays between 8:30am - 7:30pmMust be available for possible Saturday shifts between 8:30am - 4:30pm

Our Offer

407 ETR usage (taxable benefit)Competitive salary, bonus structureCompetitive vacation packageCommunity cultureContinued education budgetExpect excellence: Collaborative team, learn, and grow with a high-performance team.

About 407 ETR

Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.

On Highway 407 ETR, we offer peace of mind and a fast, safe and reliable trip. That’s why millions of drivers rely on Highway 407 ETR to get around the GTA. Every driver we serve is one less vehicle on a congested alternate route, giving drivers more time for the things that matter most.

407 International Inc. is the sole shareholder of 407 ETR and is owned by:

Canada Pension Plan Investment Board (CPP Investments) through indirectly owned subsidiaries (50.01%);Cintra Global S.E. which is a wholly owned subsidiary of Ferrovial S.A. (43.23%); andSNC-Lavalin (6.76%).

We’re a majority Canadian owned company and employ over 460 Ontarians. Learn more at 407etr.com

Note: 

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