Stafford Communications Hiring for Customer Service Representative at Rothesay, NB Full Time

SUMMARY: The Customer Service Representative is responsible for responding to complex consumer inquiries via phone, email, text and chat. The Representative will provide information, support, and guidance to consumers.

Our Business Service Centre is located in Rothesay, New Brunswick. We also promote remote agents throughout the Province of New Brunswick.

KEY RESPONSIBILITIES:

• Answer incoming consumer interactions. This would include phone calls, emails, text, chat and other platforms as may be required.
• Troubleshoot any issues related to the consumer product.
• Provide product information and make recommendations based on consumer’s needs.
• Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette.
• Continually maintain working knowledge of all company products, services, and promotions.
• Fully, accurately, and immediately log all customer and contact information, using various CRM tools and adhering to all compliance standards.

QUALIFICATIONS:

• Excellent verbal and written communication skills including active listening and reflection with the goal of gathering information and delivering supportive and consultative problem-solving.
• Must be able to maintain professional behavior and a courteous and helpful demeanor in stressful situations.
• Familiarity with smartphone technology and applications, and ability to navigate between several computer screens (e.g., CRM Software, ACD System, Email and Web Browser) while actively listening and entering customer information is critical.
• Some roles are unilingual English, while others are English/French or English/Spanish in both oral and written communication. Please state your language capabilities.
• Candidates need to be a resident of New Brunswick

EDUCATION and/or EXPERIENCE:

• Post secondary education is preferred with minimum of 1 year customer service experience
• Strong computer experience working on multiple software programs
• Consultative customer service skills: ability to analyze a customer’s situation and present a solution
• Excellent interpersonal, communication, and organizational skills with the ability to work collaboratively and effectively in a fast-paced environment
• Excellent writing skills and experience with social media management and providing customer service online across multiple channels (e.g. email, social media & chat)

Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Dental care
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Vision care
• Work from home

Schedule:

• 8 hour shift

Education:

• Secondary School (preferred)

Experience:

• customer service: 1 year (preferred)