Job Description

With more than $3 billion in home improvement loans issued to over 500,000 Canadians, Simply Group ( ) provides consumers with industry leading, high-efficiency, home comfort equipment and financing solutions, to modernize their residential properties. Simply Group knows that its people are its greatest asset and is proud to be Great Place to Work-Certified since 2016, including Best WorkplacesTM for Women in 2021. Being Great Place to Workcertified creates a sense of unity within our team. We are proud to showcase this badge of honour because it reflects the contributions made by our employees to create a world-class community and culture. At Simply Group, our goal is to maintain an inclusive work environment and workplace culture as we believe it is truly the foundation of our success. Our goal is to always stay driven, passionate, confident, trustworthy, grateful, and respectful, as delivering top-notch customer service and maintaining a positive work ethic is extremely important to our team. Our lines of business are smashing the status quo and raising the bar in consumer lending. We take an innovative look at the whole picture to offer innovative, comprehensive solutions that break down barriers and improve the lives of our customers and our dealers.

Responsibilities

Simply Group is looking for a Customer Relations Consultant to provide support to our Customer Experience department. You will be a part of a team of working professionals who use their critical thinking skills and top-notch professionalism to resolve escalated customer issues.

Handling tier-two customer support, disputes and escalations are a large part of the team's day-to-day work. The Customer Relations Consultant will also be responsible for building and maintaining strong user relationships, providing day-to-day customer best practice and support by understanding each customer's individual needs and providing high levels of service. The ideal candidate will be passionate about customer success and tenacious at driving long term value for customers.

Job Duties/Tasks:

• Your primary responsibility is to handle disputes and escalations to ensure an overall positive customer experience with escalated issues
• Contacting customers via phone or email and logging all customer interactions into the company systems
• Listening to customers' concerns and understanding what the customers are requesting in order to provide appropriate solutions
• Problem solving any customer complaints to ensure maximum customer satisfaction
• Educate customers on various contract terms and conditions
• Proactively manage Customer expectations, provide customer follow up in a timely, professional and courteous manner, while adhering to required service level agreements. We expect 24-hour turn-around time for all customer communication, and a 1-5 business days resolutions to most customer issues, depending on severity and complexity
• Manage customer retentions and recovery
• Any other tasks required by the department or company

Key Competencies

• Exceptional customer service skills complemented by a high EQ
• Superior communication skills, both written and verbal in English
• Strong negotiation skills
• Critical Thinking and problem solving with a resolution focused mindset
• "Make it happen" mentality
• Able to multitask and manage competing priorities
• Business Process Improvement Skills
• Detail oriented-Proven ability to process high volumes of work with accuracy
• Basic knowledge of Microsoft Office applications (Outlook, Excel and Word)

Experience Required

• Post-Secondary education in business, administration or similar
• 2+ years of high-volume customer service, preferably in a product service environment
• 1+ year of experience with customer escalations or tier-two support
• Professional experience in owning decision making based on unique or individual circumstances
• Call center experience an asset
• CRM experience an asset

All candidates will be considered, however only qualified candidates will be contacted. Simply Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Simply Group is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Our HR Team will work with applicants requesting accommodations at any stage of the hiring process.

Powered by JazzHR