VEP Operator
407 ETR - Woodbridge, ON

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Please note successful candidates must be willing to work shift work between the hours of 8am to 8pm -Monday to Sunday.

Length of contract to be determined based on business needs.

Job Purpose

The successful candidate will service all inbound customer inquiries which includes a face to face environment, phones, fax, and web by resolving their issue on the first call. They will also processing transactions/plates in our Video Exception Processing VEP department .These positions are unionized environment.

Duties and Responsibilities or Job Functions

  • Verify and process video transactions license plate information
  • Accurately type plate string and jurisdiction
  • Code unreadable transactions accurately
  • Answer inbound customer calls, investigate all issues accordingly, and troubleshoot in order to provide options to customers on acceptable resolutions on the first call.
  • Transfer knowledge to our customers with the goal to resolve the customers concern without escalating further.
  • Educate our customers on our practices & procedures and self-service options to avoid future customer inquiries.
  • Troubleshoot accounts, action all requests to the back office through internal systems to achieve resolution for the customers.
  • VEP & CSR’s are required to meet all company & individual metrics based on monthly departmental goals
  • Keep current with the company policies and procedures, job aids; attend new training & continuous learning sessions and all selling objectives.
  • Escalations are referred to our resolution queue, either by phone or face to face
  • Service our customers through multi-channelled contact for example our communications team, Web escalations, fax requests and outbound customer call backs
  • Select and process best image for transactions with multiple images using the appropriate tools available.
  • Perform other tasks as assigned

Qualifications

  • Completion of high school diploma
  • Must have a min. of 2 years previous experience in an inbound call center or customer service environment (Call Centre experience is preferred)
  • 1 year experience as a data entry operator is preferred
  • Significant use of memory, finding information, computer use,
  • Confident ability to work with the public on the phone or face to face.
  • Excellent date entry processing reading text, document use, numeracy,
  • Excellent ability to work in a Windows NT Environment and comfortable navigating through the Internet.
  • Knowledge of PeopleSoft Billing System would be considered an asset.
  • Excellent verbal and written communication skills.
  • Ability to excel in a fast-paced environment, meticulous attention to detail, work under pressure in a structured environment, tight deadlines, repetitive tasks
  • Must be flexible to work in a shift environment (Monday to Sunday)
  • Excellent problem solving skills, decision making, critical thinking, job task planning and organizing
  • Demonstrated ability to offer excellent attendance and punctuality.
  • Self-motivated and able to function well independently or in a group environment
  • Must successfully pass both a competency test and data entry test

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