Customer Service Representative
407 ETR
Woodbridge, ON, Canada
5d ago

Job Purpose

The successful candidates will service all inbound customer inquiries which includes a face to face environment, phones, and web by resolving their issue on the first call.

They will also be responsible for processing transactions / plates in our Video Exception Processing VEP department. These positions are in a unionized environment.

Duties and Responsibilities or Job Functions

  • Answer inbound customer calls, investigate all issues accordingly, and troubleshoot in order to provide options to customers on acceptable resolutions on the first call.
  • Transfer knowledge to our customers with the goal to resolve the customers concern without escalating further, while educating the customer on self-
  • service options to avoid same / similar call backs in the future.

  • Troubleshoot accounts, action all requests to the back office through internal systems to achieve resolution for the customers.
  • VEP Operators & Customer Service Representatives are required to meet all company, department and individual metrics.
  • Keep current with the company policies and procedures, job aids; attend new training & continuous learning sessions.
  • Service our customers through multi-channeled contact (face to face at our Service Centre, inbound calls, or outbound customer call backs)
  • Accurately type plate string and jurisdiction or code unreadable transactions as directed
  • Verify and process video transactions license plate information, select and process best image for transactions with multiple images using the appropriate tools available.
  • Perform other tasks as assigned
  • Qualifications

  • General knowledge, equivalent to secondary school completion
  • Must have a minimum of 1 year previous experience in an inbound call center or customer service environment (Call Centre experience is preferred)
  • Minimum 1 year experience as a data entry operator (preferred)
  • Significant use of computers.
  • Confident ability to work with the public on the phone or face to face.
  • Excellent data entry processing reading text, document use, numeracy.
  • Excellent ability to work in a Windows NT Environment and comfortable navigating through the Internet.
  • Experience working with a Billing System.
  • Excellent verbal and written communication skills.
  • Ability to excel in a fast-paced environment, meticulous attention to detail, work under pressure in a structured environment, tight deadlines, repetitive tasks.
  • Must be flexible to work in a shift environment (Monday to Sunday)
  • Excellent problem solving skills, decision making, critical thinking, job task planning and organizing.
  • Demonstrated ability to offer excellent attendance and punctuality.
  • Self-motivated and able to function well independently or in a group environment.
  • French Bilingual (preferred)
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