Call Centre Agent - Inbound and/or Survey/Lead
TLS - London, ON

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Job Title: Customer Service Representative (English, French and Spanish speaking)
Type: Full- and part-time hours available

General Information

  • Adhere to corporate and departmental policies and procedures
  • Other duties may be assigned, as required

Required Skills

  • Confident and energetic individual who is eager to learn and enjoys a variety of work challenges.
  • Ability to provide a high level of customer service while working under pressure.
  • Maintain accurate and concise records of all communications.
  • Handling the confidentiality of private information in an effective manner
  • Keep up-to-date on changes in policy, procedures, and service/brand offering.
  • Excellent Communication –

o listen and question effectively, posses a great phone manner and show great attention o detail
o communicate calmly and effectively with irate and emotional persons

  • Customer Service –

o Able to engage with customers and build rapport.
o Communicate effectively with callers in order to establish how they can best be assisted.
o Determine the immediacy and priority of a caller’s need based on importance

  • Time Management – easily adapt to change, well organized, flexible, and able to work in a fast-paced environment.
  • Selling Skills – Motivated to achieve goals, able to work well independently.
  • Problem Solving –

o Able to overcome objections.
o Ensure that the proper resources are utilized for a particular call

  • Computer Skills – General computer knowledge, good typing speed, e-mail, web experience.

Blended Agent

  • Service inbound customers inquiring about various services or products in a timely manner.
  • Deliver exceptional quality service and care to our clients and their customers.
  • Communicate effectively and professionally with franchisees, customers, and internal staff.
  • Process a high volume of calls during peak calling periods, while meeting quality objectives.
  • Achieve performance goals/targets set out by Manager/Supervisor. Ensure that breaks are taken at appropriate times to maintain appropriate service level
  • Schedule estimates/appointments in a timely manner
  • Possible duties assigned by specific project

o Work two or more different projects/tasks on any given day as determined by your Manager/Supervisor
o Perform additional administrative tasks/duties (i.e., entering leads, updating warranties, and complaints, etc.) as directed by your manager/supervisor in a timely and accurate manner
o Respond to client e-mails
o Do quality checks and fix any booking errors.
o Check voice-mail regularly throughout the day
o Updating team on changes to franchisees information, etc.

  • Perform Single Purpose Agent duties as directed by Manager/Supervisor.

Single Purpose Survey Agent

  • Contact customers who already had work done or were considering having work done by our clients, to complete various surveys.
  • Maintain 3rd party status
  • Surveys must be documented in great detail, follow very specific guidelines and scripts and be documented precisely in the customer’s own words.
  • Deliver exceptional quality service and care to our clients and their customers.
  • Communicate effectively and professionally with customers and internal staff.
  • Probe for additional questions if not clear and/or to understand the customer’s whys
  • Achieve performance goals/targets set out by Manager/Supervisor. Perform quality checks and fix any errors.
  • Flexible to work on other projects as needed.

Single Purpose Lead Agent

  • Flexible to work other projects as needed.
  • Achieve performance goals/targets set out by Manager/Supervisor.
  • Deliver exceptional quality service and care to our clients and their customers.
  • Lead Regeneration
  • Responsible for calling customers to regenerate a lead for which the customer a) had an estimate but never had the work completed; or b) wanted, but never received an estimate.
  • Call each customer presented in the calling queue
  • Accurately qualify the lead. Perform quality checks and fix any errors.

How to Apply

  • Reply (including cover letter and resume), stating your interest in the position and why you feel you would be an asset to this team.
  • Only those candidates selected for an interview will be contacted.

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About this company
At TLS our role is to enhance, quantify, and improve communication between companies and their customers. We learn about our clients’...