Email

info@canadaid.ca

Phone

1-877-909-2333

Careers

CLIENT SUPPORT REPRESENTATIVE

JOB TITLE:  Client Support Representative                                          DATE: April 2024

REPORTS TO: National Client Support Manager                                DEPT: Client Support

Position Summary

In this role, the Client Support Representative will maintain solid client relationships by handling questions and concerns with speed and professionalism. Daily responsibilities include receiving and placing telephone calls; performing data entry and using software programs. The incumbent will also require research skills to troubleshoot client problems. Excellent communication and proven alphanumeric data entry skills are essential.

The role also interprets client requirements and communicates solutions.  Apply client service communication with both external clients and the internal team, along with ensuring appropriate transfer to the responsible department when required.

The role provides back up to the Distribution Centre.  The incumbent will be cross trained in both departments to provide coverage for sick days, vacation time and other periods as determined by the managers.

CSR Job functions

  • Responsible for data integrity by cleaning up the CLTS database, identify errors and duplications
  • Participate with project work; workload to be assigned by the National Client Support Manager
  • Answer telephone/written/fax/e-mail inquiries regarding livestock indicator sales, non-technical issues, order management and general client issues in a professional manner
  • Provide client services within the framework, while ensuring the issues of clients are adequately addressed
  • Meet or exceed performance objectives of the small call centre in terms of client service.
  • Data entry of client information details and maintain client related information via database
  • Provide first point of contact to incoming calls, emails and client generated system support requests
  • Work with computer applications while talking to clients and recording client call details in a clear, concise, client call-log
  • Punctual and comfortable with a rigid schedule
  • Take responsibility to solve issues from beginning to end, and work with the internal team to ensure the same, as appropriate
  • Learn and take on new initiatives and training as business needs change

Education and Experience

  • High School Diploma
  • Five or more years of experience in a similar position
  • Bilingual communication skills in English and French are preferred
  • Experience working in a client service environment (retail, call centre, IT support)
  • Experience in the livestock agricultural sector a definite asset
  • Excellent communication and problem-solving skills
  • Highly developed professional telephone manner
  • Positive, friendly and patient attitude
  • Ability to work with a minimum of supervision in a fast-paced environment
  • Experience in thinking-on-your feet, ask targeted questions, and anticipate needs
  • Ability to multi-task by navigating through several screens while at the same time speaking with the client
  • Familiarity with Widows-based systems and internet navigation
  • Good-judgment and composure under pressure
  • Present information in a manner that addresses the needs of clients
  • Commitment to respect schedules

Work Environment

The role is in an office setting, sitting for long periods of time and lifting up to 50 pounds may be required.  Reasonable accommodation can be made to enable people with disabilities to perform the described essential tasks.

Diversity and Inclusion
Canadian Cattle Identification Agency is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our organization’s success.

As an equal opportunity employer, we welcome all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

To apply please send a covering letter and up-to-date resume to info@canadaid.ca

 

Copyright @ Canadian Cattle Identification Agency