Customer Service Representative

Contenido de trabajo

Job Description 

We are currently looking to fill a full-time position for a Customer Care Representative person in our Lloydminster location. NextGen Automation includes a team of highly trained technical sales force as well as customer service team with strong product knowledge, technical aptitude, and a commitment to first-class customer service You would be expected to work alongside a highly trained team to maintain a high level of customer service to our new and existing customer base. 

Daily responsibilities will include the following: 

• Manage large amounts of incoming phone calls.  
• Greet customers warmly and ascertain problem or reason for calling.  
• Build sustainable relationships and trust with customer accounts through open and interactive communication.  
• Provide prompt, accurate and courteous responses to customers.  
• Demonstrates ownership to resolve challenging issues, escalating when necessary.  
• Assist with scheduling client orders, equipment, and manpower.  
• Create and issue service invoices.  
• Provide outstanding technical support for customers.  
• View inquiries as opportunities to exceed customer expectations.  
• Respond to telephone and email inquiries from individuals utilizing our online software.  
• Follow up on customer requests to ensure complete handling of the caller’s inquiry.  
• Create cases for new features and solutions for our development team to implement.   
• Educate and provide training to customers on using various aspects of the software.   
• Working with other departments – service team leads and service manager.  

Qualifications and Skills Required: 

• A passion for providing exceptional customer service.   
• Patience to be able to stay calm in an intense environment.  
• Proven experience in conflict management.   
• Strong understanding of customer service best practices.   
• Proven aptitude to function within deadlines, while working both independently and as part of a team.   
• Strong attention to detail.   
• Professional and positive attitude.   

Additional Skills that would be an asset would include: 

• Excellent communication skills (written and verbal).  
• Excellent documentation skills.  
• Ability to multitask.  
• Strong organizational skills.  
• Adaptability and flexibility to deal with different customers and needs in a brief period.   
• Leadership skills