Customer Care Specialist

Hamilton, Ontario

Summary of Duties::

A Customer Service Representative (CSR) will be required to answer inbound calls, assisting customers while providing high quality customer focused service.

Main Responsibilities:

  • Responds to requests from customers for information on products, services and billing.
  • Provides quality service that will exceed customer expectations
  • Achieves service objectives by promoting various service solutions
  • Strives to understand customer’s situation and recognized the customer’s needs
  • Ensures first call resolution by satisfying customer requests
  • Assumes full ownership of customer requests and ensures they are resolved in a timely manner.
  • Performs data analysis of customer’s current service utilization in order to present additional services and special offers that provide an enhanced solution
  • Maintains a high level of competitive and product knowledge.
  • Protects SP Data’s and client’s brand image
  • Satisfies needs of existing customers, by repeatedly accessing and making use of informational tools and system that will enable you to provide the most beneficial solution
  • Navigates computerized system and accurately enters data
  • Properly recording the call disposition on the SP Data reporting system
  • Meets or exceeds business standards for quality and productivity
  • Assists with projects and other duties as requested or assigned

Skills and Qualifications:

  • Minimum 1 year of proven customer service experience within the call center environment.
  • Exceptional written and verbal communication skills in the English language.
  • Must be highly organized and able to follow-through
  • Ability to navigate through several web applications simultaneously and enter data at 25 wpm
  • Successfully pass a criminal background check, drug screen, employment, and education verification.
  • Must have high school diploma with relevant work experience
  • Ability to build customer relationships over the telephone
  • Good attentive and active listening skills
  • Must have good computer skills, including (E-mail, Internet, Windows navigation and file management)
  • Ability to relate well to all kinds of people with various personalities and temperaments
  • Ability to multi task by simultaneously; listening and thinking about solutions to offer our customers while entering data
  • Effective and accurate decision making skills
  • Flexibility to work varying shifts or additional hours as dictated by business needs
  • Ability to handle high volume calls
  • Strong time management skills

Personal Attributes: 

  • Must be self motivated
  • Must have good attendance and be prompt for work
  • Must have excellent verbal communication skills
  • High tolerance for a fast paced demanding environment

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