Position Summary : The Advocacy Level I - Real Time Office of the President serves as a means of speaking with & addressing our customer’s concerns as they are received, real time.
Having the opportunity to address our customer’s concerns real time we are able to provide a higher resolution rate & customer satisfaction rate.
As a Real Time Office of the President representative you will receive inbound calls from the call center, to transfer over customer’s who have a service issue and / or are wanting to dispute a matter with their account.
All members of the Office of the President will act as a role model throughout the 407ETR organization. This will be exemplified by exhibiting customer focused behaviour providing leadership in how to best resolve complex and sensitive customer issues in a timely manner while maintaining customer, shareholder and employee value.
Our customers will look at you as 407 ETR. They look to you for knowledge, assistance and great Customer Service!
Must demonstrate on a daily basis one’s commitment to the 407ETR Team Charter; Engaging Employees, Working together, Acting decisively, Continually improving, and Focusing on the Team’s Best Interests
The Real Time Office of the President will report directly to the Customer Advocacy Manager.
Direct Relationships : Office of the President, Team Manager
Dispute Resolution Dept, Manager
Dispute Resolution Dept, Director
Position Responsibilities : Receive complex high priority customer issues and determine investigation requirements to resolve the identified customer concern(s)
Identify, Investigate & bring forward service issues
Track all incoming calls into the Complaints database (iSight) for audit, coaching & reporting purposes.
Clear documentation of customer’s concern in the Complaints database (iSight) when investigation requires more in-depth analysis by a member of the Special Investigations Unit SIU
Identify and articulate the details of any unusual or emerging trends or issues to management in order to proactively mitigate further issues.
Conduct root cause analysis in order to identify opportunities for improved business processes and procedures and or gaps in internal processes.
Provide an exceptional customer service experience to 407 ETR employees & customer base
Outbound return calls to customers on investigation details you are handling
Ensure documentation of all accounts reviewed & discussed in People soft & i sight for audit purposes
Real Time support to Call Center CSR’s via coaching for calls which do no fit department criteria
Review and provide responses for all Customer Operations French Correspondence
Handle all inbound French Disputes for Office of the President, through both verbal and written communication
Provide French advice through the Ombudsmans contact line and correspondence
Manage and work the French Correspondence Maestro Worklist for Customer Operations
Demonstrates high-level conflict resolution, negotiation skills and soft skills.
Demonstrates excellent verbal & written communication skills as well as strong listening skills during interactions with employees and customer’s
Good judgment and the ability to speak confidently on behalf of 407ETR senior management so as to maintain a positive image and reputation.
Well informed on Customer Service resources (e.g. CS Info Link, Job aids, Policies, Procedures, Call Driver, CSKAT, and Resolution Queue).
Ability to troubleshoot & problem solve by bringing forward customer and / or system issues in a timely manner
Possess strong problem solving, analytical and organizational skills with the ability to prioritize work to meet tight deadlines, detail oriented and manage multiple projects
Ability to handle ambiguity.
Ability to think outside the box, make judgements on coming to a resolution that will best support the customer & 407 ETR
Team player, with the ability to handle a demanding and fast paced environment.
Strong attention to detail.
Exceptional organizational and time management skills.
Proficient with Microsoft Office Products, PeopleSoft and the ability to navigate Web-based programs.
Experience working with I-Sight Complaints Management Tool would be an asset.
Exceptional working knowledge of 407 ETR policies and procedures would be considered an asset.
Verbal and written Certification in the French language
French Bilingual Certification required