Customer Relations Specialist (Contact Centre)

Position Summary

This position is accountable for enhancing the customer experience through providing timely, helpful and professional assistance to customers who contact us.

Responsibilities

• Responding to telephone service requests in a fast-paced environment on a queue; incoming calls
• Participate in special projects and initiatives as assigned
• Ensure timely resolution of all inquires
• Electronic customer inquiries; Processing forms, applications and customer service requests emails
• Researching, analyzing and providing resolution to customer billing complaints
• Scheduling customer payment arrangements
• Recording and tracking detailed customer interactions and transactions
• Initiating and handling all inbound and outbound calls on delinquent accounts
• Escalating accounts according to Collections policies and procedures.
• Displaying professional telephone etiquette when communicating with customers
• Set up disconnections and reconnections
• Report preparation and analysis on outstanding balances

Requirements

• Must have previous call centre experience in an inbound call centre environment and/or experience with direct customer interaction in a service-oriented environment.
• Minimum high school diploma or equivalent experience / training.
• Clear and effective communication skills
• Ability to remain calm and professional in stressful situations
• Ability to manage conflict
• Utility, Telecom Industry Experience is considered an asset
• Detail oriented, analytical and inquisitive
• Strong problem-solving skills.
• Ability to work in a fast-paced environment.
• Good keyboarding skills with experience with both Word and Excel software
• Experience working in multiple systems
• Ability to adapt to a changing environment
• Strong organizational and prioritization skills