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
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)