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JOB POSTING / OFFRE D'EMPLOI

Position: Client Support Representative
Organization: GreenSaver
Location: Toronto/Etobicoke, Ontario (near Bloor & Islington)

Company Overview

GreenSaver is Ontario’s oldest and leading not-for-profit energy efficiency organization. For 25 years, we've delivered energy conservation programs for utilities, agencies and Government, assisting homeowners and businesses across Ontario to reduce their energy and environmental footprint. We deliver saveONenergy programs for nearly 50 Ontario electric and gas utilities.

Job Description

Full time / Permanent
Reporting To: Client Support Manager

Objective: The Client Support Representative (CSR) attracts potential customers by answering product, program and service questions; conveying information about other programs and services, where appropriate. The CSR fulfills client/customer needs to ensure client satisfaction and acts as a liaison to resolve inquiries with accuracy and efficiency. This role's objective is to ensure excellent service standards and maintain high customer satisfaction.

Primary Responsibilities:

  • Manage large volume of incoming calls and provide timely, thorough responses to all in-bound calls, email inquiries and voicemail messages. Responses include: providing detailed information about programs/services, booking appointments, resolving complaints, escalating issues to Customer Service Manager or Supervisor, as required.
  • Deliver superior customer service leveraging best practices in time and project management
  • Meet targeted call quotas and service levels
  • Clearly identify problems and either resolve or escalate appropriately
  • Problem-solving, decision-making and multi-tasking in a fast-paced environment
  • Accurately input client data into various databases, maintains records: Quality assurance of information and paperwork associated with customer files
  • Conduct outbound calls as required to promote products, services and/or programs
  • First call/contact resolution with minimal abandon rate
  • Convert inquiries into customers
  • Provide excellent customer service to improve booking conversion, retain customers and represent GreenSaver as a leader in the industry: Scheduling of appointments for many different services
  • Reception and administrative duties, as required
  • Other duties as assigned from time to time from Customer Service Manager or Supervisor, as required

Minimum Required Skills and Qualifications:

  • Contact Centre and Customer Service and / or Sales experience: Must be comfortable with outbound calling
  • Proven proficiency in customer service excellence
  • Effective listening, communication (verbal and written), negotiation and telephone skills
  • Must have flexible hours of availability: Available to work evenings and weekends
  • Strong experience with MSOffice products (Word, Excel, Outlook) and web-based applications
  • Ability to learn quickly and retain knowledge in a changing environment
  • Client management database experience
  • Logical problem-solver with very strong attention to detail
  • Self-motivated with strong time management skills
  • Ability to represent the organization in a professional, caring, progressive manner
  • Must have the ability to work well as part of a team or independently with minimal supervision
  • Fluency in French a strong asset (bilingual preferred)
  • Concern for the environment

Compensation

Competitive salary and full company benefits are available for the right candidate.

Please reply with your cover letter and resume quoting the job title in the subject line via email to Shanna Yip at: 

shanna.yip@greensaver.org

Lorsque vous enverrez votre candidature, merci d’indiquer que vous avez vu cette offre d’emploi sur le site GoodWork.ca.
 

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Numéro : 46102       Date publiée sur GoodWork.ca: Jun 14 2018