Choquette CKS
  • 11-Mar-2020 to Until Filled (PST)
  • Ottawa, ON, CAN
  • Hourly
  • Full Time

Health benefits, Team lunches, Great work environment, Opportunity for growth


We are looking for an enthusiastic individual to join our Customer Service Team!

 

Summary

This individual is the first point of contact for the customer, brings service excellence that is of the highest quality and leaves them with the strong impression that they have been listened to and that they will be looked after. Providing careful and accurate processing of paperwork and data entry for customers and other stakeholders, are also key aspects of quality customer service.

 

Core Responsibilities

  • Handles all incoming communication from customers and other stakeholders.
  • Provides customers with updates, ETA's, schedules Planned Maintenance visits, and contacts subagents, technicians, and other stakeholders as needed.
  • Builds positive relationships with all customers through active listening and providing opportunities to the customer for better service.

 

Education, Experience, and Licenses/Certifications

  • High school graduation required.
  • Minimum 1 year of related customer service or dispatching experience.
  • Must have experience with a current ERP system. 

 

Required Knowledge, Skills and Abilities

 

Functional Behaviours

  • Demonstrated ability and proficiency in MS Office suite of applications. 
  • Minimum 50 wpm.
  • Ability to concentrate and multi-task for long periods of time in a noisy environment.
  • Ability to professionally, quickly and accurately process information.
  • Ability to work in an atmosphere of respect and care, and provide support to team members.
  • Able to handle stress and resolve conflict.

 

Level of Decision Making

  • Customer Service Representatives are the voice of Choquette CKS and it is their level of communication that dictates the relationship Choquette CKS has with the customer. Errors in communication can impact revenue, service levels, customer satisfaction, and/or require intervention by managers.
  • Data entry needs to be precise as it is relied on to provide the customer, dispatch, and technicians with correct information.
  • Verifying warranty coverage is important make sure that a unit is covered and that they are not billed for something that is under warranty.
  • Properly tagging units in a service order will result in a technician working on a unit they should be working on. If it is improperly tagged, it could lead to a decrease in customer confidence in the company and require a credit of the entire service order.
  • Collecting customer payment information in advance of the service call will result in smooth transactions between the customer and the Company.

 

Physical Requirements and Working Conditions

  • Manual dexterity required to use desktop computer and peripherals
  • Ability to sit, and operate a computer and telephone for long periods of time
  • Lifting or moving up to 10lbs may be required
  • Overtime may be required
Choquette CKS
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