EMPLOYER: Millennium 1 Solutions
JOB DESCRIPTION:
Position Overview:
The successful candidate will be responsible for meeting or exceeding client goals for quality and performance for assigned programs. We are looking for candidates who have a keen interest in solving customer issues/answering questions as quickly and easily as possible, while being committed to delivering exceptional customer service in a caring and considerate manner. In this role, the Inbound Customer Service Representative is a brand Ambassador and the first point of contact.
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:
? Excellent command of English; Bilingual (French) an asset and professional telephone manner and literacy required.
Demonstrated analytical and problem solving skills.
? Proficient in Microsoft Suite Applications.
? Demonstrated ability to work within time constraints.
? Working knowledge of PCs and strong keyboarding skills (min 25 wpm).
? Positive attitude and demonstrated ability to get along with others.
? Professional and pleasant telephone manner.
? Must have flexibility and willingness to move between various shifts.
? Must be available to work during hours of operation, including weekends.
? Experience working in a call center environment specifically in a customer service role
? Previous Financial Services experience would be considered an asset.
Applications Submitted to: careers@millennium1solutions.com
Millennium1 Solutions is an equal opportunity employer and welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
START DATE: 02/18/2020