Client Services Representative, Contract
About The Position
The Client Service Representative is responsible for handling inbound requests (phone/email/ mail) from customers (external/internal), vendors, brokers and agents, for active, non-delinquent contracts, and preparation or processing of all paperwork related to these requests, also for participation in team or cross-functional initiatives and other duties as required. The position reports to Client Services Team Leads and the Manager of Client Services. This position will participate in the corporate goal of a 24-48 hour response time to meet service level expectations and ensure that the highest level of customer service is delivered to all customers.
Requirements
- Minimum College diploma in business or administration, or equivalent customer service experience
- Minimum of 1-2 years customer service experience
- Strong interpersonal as well as written and verbal communication skills
- Must be self-directed, decisive and goal oriented, and comfortable working in an empowered work environment with established goals/expectations and limited step-by-step direction
- Strong relationship building skills and a team player
- Strong organizational and planning skills
- Strong aptitude for working with numbers coupled with a basic knowledge of accounting practices
- Ability to work in a very fast-paced environment
- Experience working in CRM platforms
Nice To Haves
- Bilingualism (French/English) is considered and asset, but not required
Responsibilities
- Respond to customer questions and inquiries regarding their active contracts, and review and resolve any issues (within guidelines)
- Interact with Vendors and End User customers
- Warm transfer calls as required to other DLL staff members
- Ensure turnaround time is met; advise Manager or Team Leads if it is in jeopardy
- Participate in department and cross-functional initiatives
- Respond to customer or vendor queries regarding active contracts, and resolve cases as related to the inquiry
- Review contracts and investigate as required to determine scope of more involved issues, to take necessary action and prepare required paperwork to resolve or correct customer issues
- Manage individual caseload a daily basis, following up on open cases; managing SLA’s on new cases
- Respond to customer inquiries and resolve customer issues
- Ensure that the team goals are met including 24-48 hour first touch approach
- Incorporate a customer-centric, first-time right approach to all interactions
- Respond to customer escalations and communicate solutions appropriately.
Benefits
- Two working days per year volunteering for a local charity
- Bonus plan
- Remote working from home opportunities
- Flexible hours
- Career development opportunities: online learning, member development programs, Tuition reimbursement program.
- Outstanding Medical, Dental, Vision and Paramedical benefit programs
- Employer paid defined contribution pension plan
- Industry leading Vacation package
- Subsidized Gym membership programs
- Employee Referral program
- Open concept modern working environment
- healthcare benefits
- vacation
- sick leave
- parental leave
- possible discretionary bonuses
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
