Employment Type:
Full Time, Permanent
Career Level:
Entry Level
Work Location / Market:
Remote work (WFH) / FACE Office
The opportunity:
As the FACE Customer Service Agent, you act as a key point of contact for inbound client and applicant calls and inquiries, offering general advice and feedback or triaging more complex tasks/inquiries to your designated FSC partners, providing a premium client experience in every instance.
Passionate about customer service, agile and able to pivot quickly, acts with integrity as a trusted partner to staff and clients alike from diverse backgrounds.
Reporting to the FACE Support Center Manager, the FACE Customer Service Agent will use their positive attitude and top-tier customer service skills in order to deliver on FSC Strategic Priorities and by extension FACE’s Vision and Mission.
Overview of Responsibilities:
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Key point of contact for inbound client and applicant calls and inquiries, offering general advice and feedback or triaging more complex tasks/inquiries to your designated FSC partners
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Active listening skills, listening to understand, address and back-check to ensure optimal solution driven recommendations and resolve.
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Identify customer needs, taking proactive steps to maintain positive experiences.
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Explain general eligibility requirements and financial decisions to applicants.
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Escalate customer complaints and/or calls via established channels as appropriate
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Perform other duties as assigned by the leadership team.
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Provide feedback on the procedures and remain engaged with other team members.
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Log task assignments and clear and concise correspondence notes on internal CRM.
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Adhere to SLA response time for all communication / correspondence.
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Recognize opportunities to refer applicants for Ecosystem support when required.
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Demonstrate an eagerness to learn and determination to succeed.
Qualifications:
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Diploma in Business, or a related field is preferred.
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Minimum of two (2) years experience as a customer support specialist, or a similar customer support role.
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Bilingual - English & French with excellent communication skills (Written and Oral skills) is considered an asset.
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Previous customer service and/or call center experience preferred.
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Computer savvy with ability to learn new software platforms quickly.
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Strong customer service skills, and willing to assist in a professional, friendly and efficient manner.
- Highly organized and results driven.
