A customer-obsessed associate, accountable for answering customer queries, resolving customer problems, and championing service standards by delivering a world-class customer service experience from start to finish. In This Role, You Will Maintain an appropriate level of knowledge of product and services Handle incoming and outgoing customer service calls, emails, texts, live chats and third-party market support Offer value-added solutions and promote customer loyalty by providing exceptional customer support Continue to develop awareness of competitor products and key comparative details Develop appropriate level of knowledge of systems and update customer records and internal documents daily Resolve product or service problems by: clarifying customers’ concerns; determining root causes of the concerns; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following-up to ensure resolution Identify issues that need to be escalated to higher levels of support Follow established processes and contribute to development of enhanced processes Develop an understanding of authority levels for customer appeasement Meet the minimum target for KPIs based on level Other duties as reasonably assigned Qualifications 1+ year experience working in a call center environment Perfect written English and French A passion for providing exceptional customer service Conflict management skills and the ability to deliver a difficult message that creates the best customer experience possible Sales experience; a proven ability to take customer queries and turn them into closed sales Able to correspond in multiple tones to cater for different audiences in various situations Understanding of customer service best practices, communication, and customer de-escalation to promote business goals Proven aptitude to function within deadlines, while working both independently and as part of a team Strong multi-tasking skills, highly organized Professional and positive attitude Hours of operation: Monday to Friday 8:00 - 5:00 MST, Saturday and Sunday 8:00 - 4:00 MST Hourly position: 40 hours a week, rotating weekends and holidays #J-18808-Ljbffr