Location
Remote | Canada
Job description
Job Description
Reporting to the Superintendent, Commercial Services, the Agent, Commercial Services is an integral member of the Customer Care team providing after sale service to commercial customers. The Agent responds to customer concerns and needs by providing effective and timely solutions and delivers professional services while engaging customers. The Agent also provides information on the company’s products or services to support our customers and their growing needs, while at the same time providing valuable operational insights to various internal stakeholder teams.
Below are the main job requirements and responsibilities for the Service Representative, Commercial:
1. Manages customer expectations with established process documents and/or guides to maintain standards.
2. Collaborates with various stakeholders (Mail Operations, RVU, Collection and Delivery, Transportation, etc.) to bring insights of customers’ business needs, determine where improvements can be realized and resolve customer issues such as but not limited to mail prep, packaging and inductions while keeping customers informed.
3. May participate virtually in meetings or (where necessary and feasible) in face-to-face visits with customers upon request or customer needs to ensure they are satisfied with the product and/or service offering.
4. Places proactive outbound customer calls to: support outbound call campaigns, provide feedback, educate customers of changes, manage incidents or manage customer relationships.
5. Maintains in-depth knowledge of existing products, services, processes, internal systems, end to end supply chain, tools to conduct product qualification and induction requirements to address customer inquiries while promoting the self-serve options on the commercial business applications where applicable.
6. Supports customer-related reports (induction, defect, safety, pickups, monitoring via campaign management toolsetc) to proactively or reactively identify issues, address findings and where appropriate escalate for visibility and/or resolution to the appropriate parties.
7. Respond to inquiries from internal and external customers by analysing the issue, identifying the root cause, escalating and engaging various stakeholder groups in support of resolution while respecting established SLAs and proper documentation of service tickets and follow-up.
8. Collaborates and support business development and growth with such activities as preparing relevant content for Business Reviews led by Sales, identifying sales opportunities, and supporting onboarding activities as may be required.
9. Adheres to a weekly set schedule and meeting predetermined performance metrics.
Education
• Post-Secondary Degree/Diploma (Equivalent experience may be accepted in lieu of a Post-Secondary Degree/Diploma)
Experience
• Minimum 2 years’ experience working in commercial customer service or commercial sales in a call center environment
• Working knowledge of Microsoft Office (i.e., understand the major features of each software application)
Other Candidate Requirements
• Sound business acumen and solid verbal and written communications skills
Job tags
Salary
$69.98k per year
