Customer Support Center Representative
Finning•Calgary, AB
•Onsite
About The Position
The Customer Support Centre Representative (CSCR) is the first point of contact for both internal and external customers, delivering efficient call direction services and supporting branch operations. This role requires strong communication, multitasking, and problem-solving skills to ensure a seamless customer experience in a high-volume, 24/7 environment.
Requirements
- Strong communicator with a professional and confident phone presence
- Customer-focused with a solution-oriented mindset
- Able to multitask and stay organized in a fast-paced, high-volume environment
- Strong attention to detail and problem-solving skills
- Self-motivated and able to work independently while contributing to a team
- Reliable, focused, and adaptable to changing schedules
- Comfortable supporting a diverse customer base, including rural and agricultural customers
- Proficiency in Microsoft Office
- High School Diploma (Grade 12) or equivalent
- Minimum 1 year in a call centre or customer service environment
Nice To Haves
- Experience with Salesforce, Genesys, or similar systems is an asset
- Ability to quickly learn new tools and systems
- Experience working in a high-volume or 24/7 setting is preferred
Responsibilities
- Answer and manage incoming calls using Genesys, assessing needs and routing accurately
- Provide professional, first-point-of-contact support to customers and internal teams
- Create and document service cases in Salesforce for follow-up and resolution
- Triage customer chats and connect inquiries to the correct teams
- Monitor shared inboxes and respond to after-hours service requests
- Document and relay urgent messages, call-outs, and operational updates
- Support branch operations, including reception coverage when needed
- Generate and distribute sales leads and customer inquiries to appropriate teams
- Maintain accurate customer information and internal systems (PCC/CCAT, directories, etc.)
- Perform overnight and administrative tasks, including reporting and system updates
Benefits
- Stable, full-time hours (or flexible part-time options) in a critical role
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
