Part-Time 9AM-2PM Inbound Customer Service Representative
Millennium1 Solutions - Ottawa West, ON

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*Position: Customer Service Representative
Position Status: Permanent Part-Time
Hours of Work: 9AM-2PM (Must be able to do Full-Time training for 4 weeks)
Department: Contact Centre Operations
Location: Robertson Road*

Position Overview:

Working as a CSR you will be responsible for handling inbound calls from existing and potential customers. You are directly accountable for service levels, telephone service factors and quality of calls within a team-driven and fast-paced work environment. The primary role of this position is to exceed customers’ expectations with a superior service experience.

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 French 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.

Special Requirements
Credit and Criminal Background Check
Must be able to do Full-Time training for 4 weeks

Education
High School Diploma is an asset

Why work for Millennium1 Solutions?
Millennium1 Solutions offers a competitive benefits package which includes the following: medical, dental, vision, disability, retirement savings with company match. As well as, paid vacation, Rewards and Recognition, performance bonuses, community involvement opportunities and much more!

Millennium 1 Solutions is an equal opportunity employer.


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