Job Profile: Call Centre Representative - Montreal
Department: Customer Service / Technical Support
The responsibilities of this position will include:
Provide the highest level of customer support by processing and/or resolving both simple and complex customer calls, supporting representatives and team members. The representative must be highly motivated to provide energetic customer interaction and be a key advocate promoting the firm’s goal of providing Customer Delight with every interaction. The representative will function to support customer orders, inquiries and issues as well as supporting representative agencies, regional’s sales manager and the distribution centers.
Essential Duties and Major Responsibilities:
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Respond to incoming customer service and technical support calls
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Assist sales representatives with technical data guidance
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Prepare orders across product lines including Gerber, Danze and Private Labels
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Troubleshoot technical problems, installation inquiries and provide product advice
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Complete customer parts requests
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Ensure items are in stock and notify customers if orders cannot be immediately filled
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Provide shipping information
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Respond to inquiries from customers and sales representatives regarding the status of order shipments and delivery
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Coordinate shipment for sales team and customers with factory and distribution center
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Provide quality assurance and perform to established service levels
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Follow up with new customers and provide introduction to Gerber, Danze and Private Labels
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Maintain personal growth and development goals
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Communication with other department as needed to resolve issues for a caller
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Mentor and train other rep’s in customer support skills and techniques
Provide excellent customer service to both new and existing customers by:
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Consistently meet or exceeds established productivity, schedule adherence and quality standards
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Quickly and accurately identify and assessing individual customer needs and taking appropriate action steps to satisfy those needs
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Solve problems systematically using sound business judgment and follow through on commitments
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Establish rapport over the telephone quickly and remain positive and upbeat over prolonged periods of customers service
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Communicate unpleasant or negative information in a tactful manner
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Be flexible, adjust quickly and react positively to change
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Manage and respond to email and voicemail inquiries
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Perform all other duties as assigned
Monday to Friday 11:00 AM - 8:00 PM EST
Saturday 9:00 AM - 6:00 PM EST
