Support Services Representative

UFA Co-operative Ltd.•Calgary, AB

11d

About The Position

Reporting to the Team Lead, Customer Support, the Support Services Representative (SSR) is responsible for handling inquiries from internal and external customers. The SSR is directly accountable for responding to customer inquiries in a timely and professional manner within a team-driven and fast-paced work environment. The primary role of this position is to exceed customers’ expectations with a superior service experience.

Requirements

High School Diploma
3 – 5 years of customer service experience including 1-2 years of experience working in a customer service center
Excellent communication skills
Proficiency in MS Office
Experience with case management software / CRM systems
Strong organizational skills
Ability to remain calm under pressure
Ability to initiate conversation and communication in a polite and engaging manner
Ability to manage confidential information
Able to adapt to a flexible working schedule

Nice To Haves

A good understanding of UFA’s business, process and policies and interest is the co-operative business model is considered an asset

Responsibilities

Provide customer support to UFA customers and members which includes monitoring the email and phone queues, responding to queries, resolving and escalating issues
Build strong customer relationships by resolving customer issues or routing to the most appropriate Support Representative for further investigation and timely resolution
Resolve product or service problems by clarifying the customer's issue, identifying the best solution to solve the problem and following through to resolution
Manage cases and customer information by updating relevant details in our CRM & SAP systems
Ensure Knowledgebase Articles are current and complete
Provide support to programs and campaigns that are ‘in market’ with our customers