Customer Service Representative (Permanent, Full-Time)

SkilledTradesBC•Richmond, BC

10d•Hybrid

About The Position

The Customer Service Representative (CSR) provides exceptional customer experience to all SkilledTradesBC customers and stakeholders. This is completed by addressing questions and concerns through incoming calls, emails and faxes. Additional requirements include interacting with clients at the front desk, updating client information in our electronic databases, general data entry and liaising with internal departments through our client record system. If you are passionate about helping people, a multi-tasker and tech-savvy, then this just may be the perfect fit for you!

Requirements

Highschool diploma or equivalent is required
A client focused approach is required to perform all aspects of the position successfully
Active listening skills with the ability to advise and provide guidance to customers is required
Strong ability to learn and adapt to changing priorities and information and the ability to communicate this information clearly
Able to learn and adapt to changing priorities and information and be able to communicate this information to customers effectively
Software savvy and strong knowledge of systems and customer interface platforms such as Dynamics 365 (D365) is required
Excellent command of the English language is required
Communication, both verbal and written
Problem solving
Critical thinking
Attention to detail and accuracy
Ability to multitask
Ability to work as a supportive team member as well as demonstrate autonomy

Nice To Haves

Previous customer facing service experience is an asset
Other CRM software experience is an asset
Experience in a policy and/or legal based environment is as asset
An average typing speed of 50wpm or higher would be beneficial
Knowledge of a second language is an asset

Responsibilities

Assists employers, trade workers and training providers, by utilizing the public website and internal client management systems to provide guidance and anticipate next steps
Assimilates program outline changes and various governing body guidelines
Provides guidance and information on complex programs and pathways to certification
Guides and assists apprentices, sponsors and challengers with their online accounts as required
Worked closely with customer leadership teams and fellow CSRs in soliciting input and policy clarification when required
Answer public inquiries on SkilledTradesBC social media platforms
Creates and maintains contacts in database systems by updating their address, phone and emails on file
Establishes a case history by creating or updating cases on individual and organization files, summarizing calls in Customer Relationship Management (CRM) system
Maintains records in CRM system by identifying and correcting duplicates, spam and reporting errors
Reviews and processes multiple types of SkilledTradesBC documents received from external stakeholders, communicating when paperwork re-submission is required
Supports the exam team by taking requests via phone and email, ensuring that they are able to write the exam and ultimately forward for scheduling
Supports Youth registration in the Youth Train in Trades Program
Routes challenge applications and follows up with challenge department when further information is required
Forwards emails relating to other departments when received in the CS inbox
Communication systems errors and troubleshoot customer portal to the IT department