Bilingual Cust Service Rep FT

7 months ago

Vaughan, Canada 407 ETR Full time

Position Summary:

We at 407 ETR are looking for someone who enjoys a challenge, has the willingness to learn, and is committed to providing world-class service by connecting with customers and providing them with solutions for a first call resolution. Our employees are empathetic and provide excellent customer service by using root cause analysis to solve problems with ease; this is why we are certified as a World Class Call Center.

This role as a Bilingual Customer Service Representative is fast-paced and involves talking to customers over the telephone in our World Class Call Centre. Examples of some topics you will assist with include billing inquiries, transponder related inquiries, troubleshooting accounts, web support, and payments. If you enjoy building relationships, going above-and-beyond for your customers and learning new skills, we are looking for you We support and encourage employee growth and are here to help develop your strengths to allow for a very rewarding career at 407 ETR.

Duties & Responsibilities:

Provide world-class service to customers in English and French by empathizing, actively listening, asking the right questions and offering the best possible solutionUse excellent communication skills to professionally and courteously interact with our customers over the phone in the call centerAnswer inbound customer calls, investigate all issues accordingly, and troubleshoot in order to provide options to customers on acceptable resolutions on the first callBe comfortable working in a fast-paced, structured, and goal-oriented environment (Average Handle Time, Adherence, Compliance, Surveys etc.)Keep current with the company policies and procedures, job aids; attend new training & continuous learning sessionsPerform other tasks as assigned
 

Qualifications:

Must have 1-2 years of experience in customer serviceExcellent English & French verbal and communication skillsMust successfully complete an annual French bilingual certification testingPunctual and committed to work on a flexible schedule: Call Center hours are currently 8:30am – 4:30pm Monday to Friday (37.5 hours per week).Passionate about providing world class customer serviceProven customer service skills, a track record of success in a client-focused, target-driven performance cultureStrong problem-solving skills and ability to deal with customers tactfully and effectively in a fast-paced environmentStrong computer literacy (Windows operating system, internet navigation, typing, etc.)Excellent telephone manner, an aptitude for listening, establishing rapport and finding the right solutions for customersAbility to help clients navigate through self-serve applicationsAbility to work in a metricized environment (6 performance metrics: Call Resolution, Customer Satisfaction, Call Quality, Average Handle Time, Schedule Adherence, Lates)
 

Our Offer:

A world-class culture based on recognition, development, and excellence:

Unionized environment (Unifor Local 414)A fully paid world-class training program (Full-time hours (37.5/week), in-person, 8 weeks in length)Free 407 ETR usage (taxable benefit)Competitive collectively bargained wage schedule: $25.95Eligible for a Bilingual premium of $2/hrComprehensive health benefits programAn exciting performance-based recognition programEmployee discounts through Good Job Program and Good Life FitnessExpect excellence: Collaborative team, learn, and grow with a high-performance team.Leaders who support your development through training and coachingOrganization that takes pride in volunteering and community involvementCommunity culture known for innovation and continuous improvement

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