Contact Centre Representative

Contact Centre Representative

Ottawa, ON

The Contact Centre Representative, reporting to the Contact Centre Manager will provide service excellence by connecting to our customers.

The Contact Centre will operate from 8:00 a.m. until 9:00 p.m., Monday through Friday excluding statutory holidays observed in Ontario. Applicants must be able to work a variety of 8-hour shifts including evenings.

Responsibilities:

The Contact Centre is tasked with the conducting business process services. These services include:

• Take inbound and outbound calls answering topics including, but not limited to programmatic policies, online application trouble shooting, and application status

• Respond to email inquiries answering topics regarding programmatic policies, online application trouble shooting, and application status

• Resolve support issues in a prompt and efficient manner while escalating to technical team members when necessary

• Receive and process paper applications and consent forms as requested

• Mail out communication tailored to each application

• Produce clear, efficient, and timely written logs of calls and emails into a client-case tracking system to manage requests and issues

• Identify and document recurring customer issues to determine standardized working solutions, to build on a knowledgebase

• Maintain a high level of knowledge regarding all products and systems; attending scheduled training and coaching sessions to stay on top of changes and updates to program

Required Skills / Qualifications:

• Must have excellent communication skills, both written and verbal in English and French(Preferred)

• Minimum High School Diploma or equivalent required. College diploma is preferred.

• Excellent Customer Service skills and telephone etiquette

• Familiarity with Windows operating systems and basic computer software along with the Microsoft Office Suite of products

• Strong analytical, problem solving, and troubleshooting skills

• Attendance and punctuality are imperative

• Ability to multitask, work under pressure and adapt to change

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility.  It should not be considered an all-inclusive listing of work requirements.  Individuals may perform other duties as assigned, including work in other functional areas to cover absences, to equalize peak work periods, or to otherwise balance organizational work.