Inbound Customer Service Representative
Millennium1 Solutions - Bridgewater, NS

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Responsibilities:

  • Respond to customer inquiries in a pleasant, courteous, professional and well-informed manner.
  • In conjunction with on-screen customer information, identify customer’s needs through customer contact while simultaneously reading/updating customer information on the system.
  • Remain current on program and corporate products and processes.
  • Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions. This may entail identifying and resolving complaints, influencing to achieve a mutually satisfactory solution and following escalation protocol, as appropriate.
  • Fulfill customer expectations in a manner that complies with policies, practices and procedures.
  • Accurately complete appropriate documentation for each transaction, and wrap up calls by inputting data for call history, sending messages to appropriate third parties (e.g., business partners) when required, and/or initiating the necessary customer fulfillment.
  • Participate in team huddles/committees (e.g., escalation queues, call campaigns, best practices, peer listening). Take initiative on learning opportunities.
  • Participate in continuous improvements, with focus on service excellence.
  • Participate in cross training initiatives and mentoring opportunities.

Requirements:

  • Strong and developed communication skills.
  • Excellent command of English and professional telephone manner and literacy required.
  • Demonstrated ability to exercise appropriate analytical and judgment skills required in dealing with moderately complex procedures and situations when dealing with customers.
  • Must have flexibility and willingness to move between various shifts, available to work in a 24/7 Environment
  • Working knowledge of PCs, and strong keyboarding skills.
  • Demonstrated ability to implement change efforts.
  • Positive attitude and demonstrated ability to get along with others.

Applicants must pass a criminal record check and a credit check.


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