Customer Service Associate I Div

Medline Industries, LP•Calgary, ON

70d

About The Position

A successful Bilingual Customer Service Representative plays a pivotal role in ensuring positive customer experiences and maintaining strong relationships between the company and its clients. Reporting to the Customer Service Manager and/or Supervisor/Team Lead this position requires exceptional communication skills, problem-solving abilities, and a dedication to customer satisfaction. The ideal candidate will exhibit professionalism, empathy, and the capability to handle a variety of customer inquiries and issues efficiently. Schedule: Training period: Monday to Friday, 8:30 AM to 5:00 PM (EST) Regular shift after training: Monday to Friday, 10:00 AM to 6:30 PM (EST)

Requirements

High School Diploma or equivalent
Minimum of 2 years of experience in the Customer Service field; Bilingual Contact Center a strong asset
Due to the scope of responsibilities and/or the organizational structure, this position requires advanced language skills in both French and English (Bilingual).
Exceptional phone contact handling and active listening skills with a strong problem resolution background
Strong organizational skills with the ability to multi-task, prioritize and effectively manage priorities while working effectively in a team environment and/or independently
Excellent communication and presentation skills (verbal and written)
Ability to work under pressure in an ever changing, fast-paced and dynamic medical environment
Demonstrates a highly developed sense of integrity and commitment to customer satisfaction
Excellent organizational and time management skills
Able to be self-motivated and directed, to effectively prioritize and execute task in a high pressure environment
Strong proficiency is a MUST with Microsoft Word, and other Office applications, including CRM systems and practices (experience in SAP a strong asset)

Nice To Haves

experience in SAP a strong asset

Responsibilities

Customer Interaction: Engage with customers through various channels (phone, email, chat, or in person) in a friendly, empathetic, and professional manner to understand their needs and concerns. Ensuring clarity and customers are well informed on all inquiries.
Team Collaboration: Collaborate effectively with colleagues, sharing knowledge and insights to provide consistent and exceptional customer service
Issue Resolution: Resolve customer inquiries, concerns, or complaints effectively, striving for first-contact resolution. Escalate complex issues to appropriate channels when necessary
Product Knowledge/Adherence to Policies: Maintain a deep understanding of the company's products, services, policies, and procedures to provide accurate information and guidance to customers. Ensure compliance with ALL Medline policies, including privacy and data security
Problem-Solving: Analyze customer issues and provide creative solutions to meet their needs while adhering to company policies and guidelines
Documentation: Accurately document customer interactions, including issues and resolutions, according to Medline’s database and contact center platforms
Feedback Handling: Gather and relay customer feedback to relevant departments for continuous improvement of products and services
Department Collaboration: Work effective with intercompany departments to ensure a consistent and high-quality customer experience with smooth customer orders, product flow, shipping issues and/or other inquiries

Benefits

Collaborative work environment with highly engaged employees
Market competitive compensation and benefits plan, including LTD & Insurance
DPSP match program
Annual Employee Appreciation Week
Paid vacation and personal days
Lifeworks® Employee Assistance Program (EAP) Resources supporting mental, physical, family and financial well-being
Career growth and training programs
Open communication with Senior Leaders
Tailored incentives for eligible employee groups, such as home office reimbursement and Sylvan Learning Centre credit
Employee referral program
Education support programs
Fitness subsidy
Recognition programs
Social activities