Job Description

Are you a passionate customer service focused individual who thrives on building relationships and being part of a growing organization? Our Operations team oversees the support and growth of our TEC Chairs (Executive Coaches) and Member community which includes onboarding, training, and development.
The Customer Service Representative will be reporting to the Director of Operations. With elements focusing on enhancing, and supporting our membership community, this role will be focused on customer-facing support, managing calls, and ensuring communication with the rest of the team.
If you are a highly motivated, adaptable, and customer-centric individual with a demonstrated passion for leadership excellence, we would like you to join our collaborative and energetic team.
The ideal candidate:

• Is hungry to grow and learn.
• Builds strong, effective, trusting relationships both internally and externally while embracing our values.
• Gets excited about change, new projects, procedures, and people.
• Ability to multitask, prioritize, and manage time effectively.
• Is a self-starter and able to work independently, but also a strong dependable team player.
• Takes a detail-oriented approach in managing multiple tasks in a fast-paced, client-centric environment.
• Is an excellent communicator between departments, executives, and staff with a professional and pleasant demeanor.

RESPONSIBILITIES

• Identify and assess the members & Chairs needs to achieve satisfaction.
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keeps records of member interactions and processes throughout the member\xe2\x80\x99s journey.
• Build sustainable relationships of trust through open and interactive communication.
• Take the extra mile to engage our members.
• Strong phone contact handling skills and active listening.
• Understand TEC Canada\xe2\x80\x99s programs and model and how they impact learning paths.
• Communicate issues with the team and our Chairs to devise ways of improving the experience.
• Work collaboratively with the team to coordinate efforts and capitalize on opportunities with the community as it pertains to a positive experience for our member community.
• Evaluate existing and new processes to suggest opportunities to enhance quality and efficiency.
• Support an environment of cross-department collaboration, knowledge sharing and learning.
• Assist with other projects and duties as needed.

• You are excited to search for solutions but know when to ask for help.
• You have the trust in the integrity of your co-workers.
• You care and are fully committed to everyone around you.
• You have the confidence to challenge yourself and the courage to search for the truth.
• You are committed to your growth - both personally and professionally and professionally.
• Strong verbal and written communication skills.
• Proactive, self-motivated, and self-starting.

QUALIFICATIONS

• Minimum of 3-5 years of experience in customer service
• Excellent time management and organization skill set, follow up to ensure other people\xe2\x80\x99s contributions are on schedule; anticipate problems and ensures contingency plans are available and action if needed to meet deadlines.
• Post secondary education with a certificate or Diploma in business, or another relevant field would be an asset.
• Must have strong interpersonal skills.
• Proven professional communication skills.
• Must have the ability to handle multiple priorities while performing quality work in an efficient manner with minimal supervision.
• Strong technical skills in Microsoft office including PowerPoint, Word, Excel, Dynamics, and Outlook
• Experience working with CRM software would an asset
• Bilingual French and English would be an asset and strongly preferred.