Customer Relations Associate
HGS Canada (Formerly OLS) - Timmins, ON

PURPOSE:
Customer Relations Associates (CRA) are individuals committed to providing outstanding customer service support and thrive in a challenging and fast paced work environment. After completion of classroom training the CRA will deliver extraordinary customer care through relationship building. As well, Customer Relations Associates provide friendly customer service and accurate information through active listening skills and first contact resolution. The Customer Relations Associate identifies opportunities to deepen the customer/client relationship as a brand ambassador.

REPORTS TO:
This position reports to the Team Leader.

RESPONSIBILITIES:
Exemplify world class customer service assistance on customer issues in an efficient manner
Grow & nurture customer relationships during each interaction, resulting in measurable customer value
Champion the customer’s solution by owning their experience and seeing them through to resolution
Escalate customer inquiries to the Team Leader when required
Respect and maintain customer confidentiality at all times
Provide accurate information following company and/or client directed policies
Remain current on all products and services available and offer enhanced solutions to customers
Participate in client upgrade and ongoing training; actively seek out opportunities to develop product knowledge
Evaluate and analyze customer account information and recommend meaningful cross selling opportunities
Recommend tailored solutions to the customer, reinforcing relevant benefits that enhance brand loyalty
Investigate and resolve customer inquiries via phone, email or electronic chat methods
Meet or exceed contractual service level standards set for productivity and quality of service
Maintain and document customer accounts and perform adjustments as required
Participate in coaching meetings or team huddles with respective Manager
The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.
The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.
QUALIFICATIONS:

High school diploma (equivalent) or a combination of high school and relevant experience
Relevant experience in retail, technical support, help desk support, or customer service
Proficient computer skills
Detail oriented, adaptable, personable, and reliable
Multi-tasking and keyboarding skills
Excellent verbal and written communication skills
Flexibility to work various shifts in a 365 day per year environment
Must be self motivated with a passion for innovative technology
Positive attitude and proven ability to work effectively without direct supervision
Effective listening skills and adept at understanding customer needs
Proven success providing excellent customer service
Broad understanding of computing technology including: hardware components, data storage, operating systems, software applications, common peripheral devices, and external connectivity
Previous Hardware/Software troubleshooting experience considered an asset
Sales experience in a technical field, discussing the specifications and benefits of various products with potential customers considered an asset
Contact centre experience considered an asset
Satisfactory Criminal Record Check required

If you would like to apply for this position, please do so at http://joinhgs.com/ by creating a profile and uploading your resume on or before Monday, September 10th, 2012


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