Customer Service Representative
Reports To
Office Administrator
Organization Summary
First Aid and CPR saves lives. As Canada’s standard for excellence in first aid and CPR services, St. John Ambulance plays an integral role in our society. Building on a 900-year tradition, St. John Ambulance offers innovative programs and products ensuring Canadians receive the best quality first aid instruction and caring community service volunteer first responders.
St. John Council for Alberta was established in 1897 and became a registered Charitable Organization in 1996 operating as St. John Ambulance Alberta. St. John Alberta has 7 Training & Community Service Centres across Alberta with 50 employees, 600 volunteers who provide 28,000 hours of community services and 700 instructors who train 100,000 Albertans each year.
Job Summary
The Customer Service Representative, under the direction of the Training Center Administrative Officer, will primarily be responsible for the effective and professional delivery of customer support. The position required general knowledge of St. John Ambulance Alberta programs, products, and services. This position supports customers by registering students into classes, resolving questions, concerns, and technical issues, as well as handling customer inquiries and complaints. This position will ensure that customers are satisfied with the issue resolution as well as the resolution process itself. The Customer Service Representative is the front-line staff of the organization and interfaces with the customers while carrying on other duties that facilitate effective customer service.
Competencies
- Accountability - Takes ownership of personal workload
- Attention to Detail - Attends to details and pursues quality in the accomplishment of tasks, regardless of the volume of duties encountered.
- Change Management - Able to identify, implement, and communicate organizational changes successfully to relevant stakeholders.
- Commitment to Health and Safety - Works in compliance with all applicable health and safety legislation and established policies and procedures.
- Cooperation - Works with others to prevent conflict and share resources to encourage symbiotic relationships within the organization.
- Decision Making - Makes concrete, well-informed and thought-out decisions that support the overall organization. Has the ability to make quick, effective decisions even when data and details are limited.
- Organization - Able to create or maintain processes to ensure all relevant information or tools are easily accessible.
- Ownership - Takes pride in the work that is accomplished and understands the function of tasks within the larger picture of the organization. Ensures deadlines are met and work is completed properly.
- Results Orientation - Able to focus on desired outcomes, and how they are achieved by meeting and or exceeding standards based on past performance, goals, and objectives, as well as the performance and/or achievements of others.
- Teamwork - Works cooperatively and effectively with others to reach a common goal. Participates actively in group activities fostering a team environment.
- Client/Customer Focus - Provides superior service to both internal and external customers.
- Communication - Expresses and transmits information with consistency and clarity.
- Professionalism - Demonstrates professional standards of conduct when governing interactions between individuals in a business environment.
Job Duties
- Assume responsibility for ensuring corrective actions for customer specifications
- Build and maintain ongoing awareness of new products and services
- Liaise with the various departments to ensure awareness of the incentives and promotions being offered
- Assess customers' needs and resources and recommend the appropriate goods or services
- Keep up-to-date records on customer service calls, customer contacts, and details of meetings in a timely manner in the format required
- Aid in promoting brand initiatives consistent with corporate business goals and objectives
- Answer external and internal phone calls and transfer calls to the appropriate departments
- Be continually aware of, and maintain, the highest standards of personal hygiene and dress
- Build lasting relationships with customers and suggest new merchandise
- Develop and maintain computer databases
- Maintain a high level of service to customers, manage the customer relationship from contract execution through delivery
- Maintain a professional appearance, demeanor, and attitude always
- Maintain accurate records, including customer service call reports, expense reimbursement forms, billing invoices, and other documentation
- Participate in any required company training
- Always maintain professionalism, tact, diplomacy, and sensitivity to portray the company in a positive manner
- Greet customers and discuss type, quality, and quantity of merchandise or services required
- Maintain a high level of customer service
- Adapt communication style to deliver information effectively to a range of individuals
- Relay customer quality improvement suggestions for company products and services
- Maintain a high level of product and service knowledge
- Cleaning and maintaining all classroom equipment
As part of an organizational transition, this role will provide short-term operational support in the following areas:
- Inventory support, including monitoring stock levels and assisting with replenishment orders for kits, AEDs, AED supplies, books, and registration packages when inventory is running low.
- Weekly inventory centre support, including coordinating and shipping requested materials to regional centres and completing inter-centre inventory transfers as required.
- Inventory usage data entry, entering centre-reported usage for non-invoiced or non-classroom items based on weekly tracking spreadsheets.
- Order fulfillment support, including packing and shipping web and customer orders for AEDs and AED supplies, and coordinating with other centres when inventory is unavailable locally.
- Participation in inventory counts, assisting with quarterly physical inventory counts and supporting reconciliation activities as needed.
These responsibilities are temporary and will be reassigned once the transition period is complete.
Job Requirements
- Ability to build and maintain lasting relationships with customers
- Ability to respond quickly in a dynamic and changing environment
- Ability to take constructive criticism
- Demonstrated ability to build and maintain lasting working relationships
- Equivalent combination of education and experience may be considered
- Excellent internal and external customer service skills
- High level of integrity and work ethic
- Meticulous records maintenance skills
- Self-motivation with high energy and an engaging level of enthusiasm
- Strong customer service and troubleshooting skills
- Superior telephone manners and strong interpersonal skills
- Take the time to ask customers questions and be ready to respond to any customer service opportunities
- Three years of customer service experience
- Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
- Ability to deal with people sensitively, tactfully, diplomatically, and professionally always
- Ability to effectively communicate both verbally and in writing
- Ability to work individually as well as part of a team
- Ability to adapt to new technology
Work Conditions
- Interaction with employees, management, and the public at large
- Extended periods of sitting
- Working in a busy office environment with frequent interruptions
- Flexible hours including weekends
- Interaction with customers/clients, and the public at large
- Operation of desktop computer and peripherals
- Salary ranges from $35,000 to $38,000 per annum
Job Types: Full-time, Permanent
Pay: $35,000.00-$38,000.00 per year
Benefits:
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Work Location: In person
Job Types: Permanent, Full-time
Pay: $35,000.00-$38,000.00 per year
Benefits:
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Work Location: In person
