Customer Service Representative

Employment Type: Office Full-time

Position Overview

The Customer Service Representative will act as a liaison between our Strategic Clients and our Service Departments. This role involves providing service information, answering questions, and resolving any emerging problems that our customer accounts might face with accuracy and efficiency.

A Day in the Life

• Manage a large volume of incoming requests from our Strategic Clients electronically and/or by telephone.
• Respond promptly to client inquiries and meet client timeframes.
• Communicate with clients through various channels, such as online portals.
• Communicate and coordinate with internal Service Departments across Canada and the US.
• Carefully identify problems that might arise from operations using ethical procedures and professional judgment.
• Handle complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution.
• Obtain and evaluate all relevant information to handle inquiries and complaints.
• Escalate requests and unresolved issues to the designated resource as required.
• Keep records of customer interactions; record details of inquiries, comments, and complaints.
• Follow communication procedures, guidelines, and policies.
• Provide accurate invoicing to all Strategic Clients.
• Identify any discrepancies between contract amounts and invoice amounts and resolve any issues.

Requirements

• Experience: 3+ years of related Customer Service experience.
• Education: Post-secondary education is preferred.
• Skills:
  • Excellent verbal and written communication.
  • Computer literate with proficiency and working knowledge of database and reporting tools.
  • Ability to multi-task, prioritize, and manage time effectively.
  • Proactive approach to anticipate tasks or challenges and take action, even if it falls beyond their prescribed duties.
• Availability: After hours and weekend availability as required.

What We Offer

• Great Perks and Discounts
• Amazing Benefits and RRSP matching program
• Great environment where our motto is “Flynn Family Winning Together”!

Application Instructions

Please refer to the original job posting for specific application instructions.