Customer Service Centre Representative

TC Transcontinental • Aurora, ON

2d • CA$43,000 - CA$54,000 • Onsite

About The Position

At TC Transcontinental, we are looking for a Customer Service Representative who responds to telephone and email inquiries from stores and central office regarding store level marketing and customer programs, marketing related issues, and other customer service-related activities. The incumbent ensures responses are provided in a prompt and effective manner to achieve a high level of customer satisfaction. TC Transcontinental is a Canadian retail marketing services company, Canada's largest printer, and the Canadian leader in French-language educational publishing. Founded 50 years ago and 4,000 employees strong, TC Transcontinental drives innovation and propels its clients' success across the retail, education, book and information industries with agility, creativity and boldness, designing and delivering innovative, high-value products and services.

Requirements

• Post-secondary education completed.
• Minimum 2 years of relevant Customer Service experience, in a fast-paced environment.
• Must be fluent in English with the ability to communicate effectively and professionally with customers and employees.
• Excellent attention to detail and a high level of accuracy.
• This position requires a demonstrated level of initiative and judgment in order to organize and prioritize tasks, workload and projects.
• Courtesy, tact and diplomacy are required in dealing with colleagues in every day working relationships.
• Requires an understanding of inter-related work processes to be able to adapt to differing assignments.
• Provides routine information to coordinate the assignments and work procedures of others.
• Professional manner, tact, diplomacy and discretion in dealing with store level and central office including senior management.
• Adaptable to set and prioritize work with varying exceptions.
• Able to work with diverse personalities and styles.
• Communicates with clarity, verbally and in one on one or group situations, or over the telephone.
• Communicates well in writing (i.e. e-mail) by composing clear documents.

Nice To Haves

• French proficiency is an asset.
• Supply Chain Management experience is an asset.

Responsibilities

• Responds to calls and emails to provide first level customer service for store and customers, resolves issues in a prompt and efficient manner and escalates issues as required.
• Logs calls and emails into the appropriate tracking systems and escalate issues to the appropriate person or department as necessary, to ensure accurate and timely logging of response actions.
• Maintains a high level of knowledge and adherence to the Call Centre Key Performance Indicators (KPI’s) including but not limited to Average Talk Time (ATT), Average Handle Time (AHT) and Average Speed of Answer (ASA).
• Identifies recurring issues to determine and document possible solutions and assist with the prompt resolution of issues.
• Attends team huddles to receive current updates on issues, concerns and promotions.
• Attends one-on-one meetings to track monthly Productivity scores (including AHT, ATT, quality scores, schedule adherence, etc.) current progress and identify areas for improvement.
• Liaises with internal departments to ensure call and email issues are resolved and ensure service level agreements are maintained.
• Accountable for personal statistics plus team goals (wait time and abandon rate).
• Work overtime as required.
• Work as part of a team, follow and adhere to Transcontinental’s code of ethics and participate in the Continuous Improvements efforts.
• Fully understand and adhere to all relevant Environmental, Health and Safety, Human Resources, Quality, Security and Company policies and procedures.
• Work in compliance with the Occupational Health and Safety Act of Ontario, the Workplace Safety Insurance Act and all other applicable legislated environmental, health and safety regulations.
• Support and contribute to a healthy and safe environment by following all workplace regulations, policies and initiatives, including reporting all first aid injuries, accidents, and workplace hazards.

Benefits

• Competitive compensation with performance-based incentives and retirement savings plans with company match
• Customizable group benefits including health, dental, life, disability, and travel insurance
• Paid time off
• Employee perks such as discounts on insurance, wireless plans, travel, and more
• Career development opportunities
• A dynamic, inclusive work environment where your voice matters and your growth is supported

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree