Customer Solutions Representative
Priority Personnel Inc. - Saint John, NB
Our client, a large International Company, named one of Canada's Top 100 Employers, is looking to fill the position of Customer Solutions Representative in its Saint John, NB location:
Essential functions:
This position provides service and solutions support for our clients major accounts. This position includes offering: technical trouble shooting to help solve the customer’s equipment issues; escalations to 2nd level technical support; dispatching field service technicians equipment supplies ordering, general inquires and follow-up or customer care calls on the customer’s original inquiries. The CSR will answer incoming calls emails and or electronic service requests (tickets) from customers, employees and / or 3rd Party employees and monitor the customers’ equipment remotely. The position acts as the front line for the field operations (first point of contact) in any escalations and the CSR will manage those in association with the onsite Support Staff.
Answer calls, emails and electronic service requests (or tickets) in a friendly and professional manner
Ensure quality by following call and system processes
Establish and maintain good customer relations with both internal and external customers
Diffuse difficult customer situations
Focus on providing tiered remote customer service solutions at many levels using a database of solutions to reference.
Record, track and monitor problem resolution. Input and/or update documented information in a computerized database
Order supplies and track (if required) utilizing the web based tools provided
Manage 3rd party equipment and supplies
Required skills:
Ability to demonstrate superior customer service and professional telephone skills
Ability to demonstrate strong organizational and problem solving skills
Ability to prioritize and manage multiple applications
Ability to demonstrate strong interpersonal and effective written & verbal communication skills
Ability to demonstrate a high amount of creativity and self motivation
Demonstrate a high sense of urgency while in a high paced professional work environment
Able to demonstrate proficiency in use of personal computers and applications knowledge: MS Office Suite, Internet Navigation, Email/Outlook, Networking
Demonstrate ability to be a strong team player & work effectively in a team environment
Ability to work under minimal supervision in high pressure situations
Education: Minimum- High School Diploma. Preferred- Post Secondary Education
Experience: 2 years related work experience an asset
To apply, please submit your confidential resume and cover letter saved as one document to Priority Personnel Inc., ASAP stating Customer Solutions Representative in the subject line at www.findingtherightfit.ca/job-opportunities . Please select " Customer Solutions Representative " from the list of available opportunities.
Thank you for applying. Only those selected for a screening interview will be contacted.
