EMPLOYER: Ainsworth Inc.
JOB DESCRIPTION:
Position Summary:
We are looking for a Bilingual Customer Experience Representatives (CER’s) who will provide excellent customer service to our clients through multiple channels (Phone, Email and Chat). A day in the life of a CER would be to receive client service requests through the above channels. You will also be responsible for entering work order information into our clients third party systems as well as updates on the progress of the work orders. All client requests must be administered within the prescribed specific process from that client, while also meeting the expected level of service based on our Service Level Agreement. The CER will also be responsible for handling calls regarding escalations and to provide a solution and if needed dispatch a technician/supplier to resolve our clients situation. The successful candidate will be able to accept ownership for effectively handling client inquiries and issues; while ensuring customer satisfaction is at the core of every decision. Our CER’s will also perform administrative tasks that maybe assigned from time to time.
Responsibilities
- Receive calls or emails requests from clients for various reasons related to service or daily operations of their sites.
- Create and complete work order requests on all incoming calls and email requests.
- Manage Work Order requests, close outs from client platforms to ensure SLA requirements are met.
- Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner
- Compile reports and present reports to clients as per their request.
- Provide direction and information to clients and from time to time service providers as required to ensure excellent coordination and execution of work with minimal disruption
- The CER is to monitor the SLA commitments on all work orders and if the SLA is at risk or will not be achieved, they will raise the issue with the appropriate department/client.
- Statistical analysis and reporting.
- Build and develop solid relationships with customers and technical staff, in a coordinated effort to retain existing customer base and increase new sales when applicable.
- Ability to manage constantly changing priorities and adapt to business needs and requirements.
- Adhere to all company policies and procedures
- Perform all job functions in a safe and healthful manner, abiding by and in accordance with all applicable Health, Safety and Environmental company policies and government legislation/regulations.
- Adhere to the Company’s Quality System operating procedures.
- Perform other duties as assigned by Management.
START DATE: 06/20/2022
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