Customer Care Representative Tier Two

Right Time Group of Companies

About The Position

The Right Time Group of Companies continues to experience growth, and we are actively seeking candidates to join our ever-expanding and dynamic customer contact centre. This presents an excellent opportunity to learn more about the business end of Canada's most profitable and fastest-growing residential home service providers. As a Tier 2 Customer Service Representative, you will be responsible for delivering high-quality and efficient customer service to all Right Time employees, as well as supporting our growing customer base. Your role, as broken out below, will be as a front-line support team member for both Operations, Management and Peers. This position is open to all members of the Call Center team that have a Minimum of 1 Year experience with Right Time. This is a Full time position and ALL applicants must have full availability to work Mornings, afternoons, weekends and holidays. Do you relate to these characteristics: Are you a customer champion? Do you possess energy, motivation, and enjoy engaging with people? Are you passionate about delivering the best in customer service and sales solutions? Do you possess empathy and a caring nature? Can you understand and relate to customers effectively? Are you patient and composed even in challenging situations, able to support customers tactfully, meaningfully, and effectively? Are you proficient with computers and adept at navigating multiple software applications? If you answered yes, then this job is perfect for you!

Requirements

1 year of work experience at any Right Time Call Centre
Availability to work a flexible schedule, including days, evenings, weekends, and select statutory holidays, to meet customer demand.
Proficiency in Microsoft Office (Outlook, Excel, Word)
Effective, professional, and polite communication skills in English (both verbal and written).
Ability to address customer concerns in a friendly and non-threatening manner.
High level of interpersonal skills necessary to provide outstanding customer service and thrive in a collaborative environment.
Exceptional communication and listening skills.
Willingness to accept feedback and coaching.
Ability to remain composed and polite when working under pressure.

Responsibilities

Answer, address and track incoming questions on Teams from CSR’s
Identify, track and report on Real Time Adherence (RTA) Issues
Accurately collect data in an efficient, pleasant, and error-free manner.
Aid with the monthly Audits (SPIFF, Adherence,
Monitor, reply and track Operations Request Emails and customer concerns
Maintain confidentiality, professionalism and decorum while in the work place
Follow instructions, processes, and procedures while guiding others to the same goal
Assist in the Creation, Maintenance and Monitoring of Standard Operating Procedures (SOP’s)
Provide additional Customer based support as required

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