Job Description

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We are looking for a Customer Service Representative to join our team on a contract basis in Markham, Ontario. This position is an excellent opportunity for an individual who thrives in a fast-paced environment and is passionate about delivering exceptional support. The role involves managing customer inquiries, maintaining accurate records, and ensuring that client needs are met efficiently and with attention to detail.
Responsibilities:

• Respond to incoming calls promptly and ensure all cases are accurately logged with detailed descriptions.
• Monitor procedural boards and send reminder emails to address cases at risk of failure.
• Review and manage unassigned cases within the support team, ensuring proper resolution.
• Check and manage the general mailbox regularly, logging calls and attaching relevant documents to cases.
• Prioritize cases from Atlantic time zones to ensure timely follow-ups before client closing hours.
• Utilize Salesforce to log cases and update records as calls are received.
• Collaborate with other departments to expedite resolutions and maintain customer satisfaction.
• Uphold a detail-oriented and service-focused image of the company when interacting with clients.
• Regularly review assigned tasks and ensure compliance with procedural standards.

Requirements:

• Previous experience in customer service, preferably within a call centre or construction industry.
• Strong verbal and written communication skills to effectively handle client interactions.
• Ability to type at a minimum speed of 35 words per minute.
• Proficiency in multitasking and managing priorities in a dynamic work environment.
• Familiarity with tools such as Microsoft Excel, Word, and Salesforce for data management.
• Experience in handling inbound and outbound calls and email correspondence.
• Detail-oriented with excellent organizational skills to maintain database integrity.
• Capability to remain composed and patient under high-pressure situations.

Skills Required