Job Description

Who We Are

St. John Ambulance, British Columbia & Yukon (SJA BCY) is a profit-for-purpose 'mission-led enterprise' committed to empowering safer communities through first aid leadership. SJA BCY is part of the federated St. John Ambulance organization in Canada, which is represented from coast to coast. We are privileged to be part of an organization with over 900 years of service to humanity. Today, SJA BCY is a market leader in the development and delivery of first aid courses, first aid products and we support first aid in communities through our 2000 plus volunteers.

The Opportunity

Our British Columbia and Yukon headquarters is seeking an energetic Customer Care Specialist in our call centre. You are an extraordinary multi-tasker who will be cultivating, building, and maintaining positive customer relations by responding to inquiries and complaints in a professional manner. You will ensure that all duties and responsibilities are completed accurately and delivered with high quality, in a timely and professional manner. This includes ensuring a quality image conveyed by St. John Ambulance BC & Yukon, at all times, and consistently and effectively communicating the St. John Ambulance vision. This on-site position is a great opportunity for anyone looking to begin their career in an office environment.

Responsibilities and Duties

Manage the Customer Care email queue by addressing the incoming email inquiries; Conduct warm and cold calls to new and existing customers; Handle inbound requests by phone, chat, and email to make the customer experience as effortless as possible; Assist clients with their day-to-day activities related to their SJA Account including, but not limited to: Class registration; Product inquiries, payment process, and troubleshooting; and Updating and maintaining account and contact database in CRM. Consistently perform to exceed the centers KPIs; Maintain a positive, friendly, and motivating environment within the team while adapting to changing business needs; Contribute ideas to resolve problems, serve customers, and improve productivity; Communicate and escalate client issues as required to Management and Team Lead; Cultivate, build, and maintain positive customer relations by responding to inquiries and complaints in a professional manner; Perform accounts receivable activity on the delinquent accounts; and Work closely with peers to meet and exceed customer demands.

Qualifications and Skills

Previous customer service, call centre, sales or CRM experience is an asset (but not required; on-the-job training will be provided); Excellent written, oral, and interpersonal communication skills; High knowledge retention; Ability to answer client questions about SJA products and courses accurately; Strong problem-solving skills; Ability to work in an environment where deadlines are a priority; Ability to handle multiple tasks simultaneously; Detail orientated and tech-savvy; and Experience in MS Office.

Why Join SJA BCY?

Competitive compensation package and a commitment to creating a growth environment for everyone on our team; An opportunity to work in a historic and impactful organization that saves people's lives; Comprehensive benefits package; and Pension plan with employer matching program.
SJA BCY is a welcoming and collaborative organization. We welcome diversity in our organization and qualified applicants of all backgrounds are encouraged to apply.

Job Types: Full-time, Permanent

Pay: $37,050.00-$39,000.00 per year

Benefits:

Company pension Dental care Extended health care On-site parking
Experience:

Customer service: 1 year (preferred)
Work Location: In person