407 ETR Concession Company Ltd. Woodbridge, ON
Jan 20, 2020Full time
Want to Work For An Award Winning Call Centre? We at 407 ETR are looking for someone who enjoys a challenge, has the willingness to learn, and is committed to providing world-class service by connecting with customers and providing them with solutions for a first call resolution. Our employees are empathetic and provide excellent customer service by using root cause analysis in order to solve problems with ease; this is why we are certified as a World Class Call Center. This role as a Customer Service Representative is fast-paced and involves talking to customers over the telephone (in the call centre) and face-to-face interactions at our Customer Service Centre. Examples of some topics you will assist with include: billing inquiries, transponder related inquiries, troubleshooting accounts, web support, and payments. If you enjoy building relationships, going above-and-beyond for your customers and learning new skills, we are looking for you! We support and encourage employee growth and are here to help develop your strengths to allow for a very rewarding career at 407 ETR. What’s In It For You? We offer a world-class culture based on recognition, development and excellence: • Competitive salary (premium available for taking calls on the specialized queue) • Comprehensive benefits program • Free use of highway 407 ETR• An exciting performance-based recognition programs that rewards efforts • Employee discounts through Good Job Program (exclusive discounts and savings around the GTA) • RRSP Matching Program • Unionized environment • Career pathing & organic growth opportunities • Leaders who support your development through training and coaching, and invest in your continued learning and commitment to building long term careers • Working with a dynamic, collaborative and hard-working team • Opportunities to get involved with various departmental committees • Organization that takes pride in volunteering and community involvement • Known for innovation and continuous improvement • A fully-paid world-class training program (Full-time, 7 weeks in length) A Day In The Life of A Call Center Representative: • Provide world-class service by connecting with customers by actively listening, asking the right questions and offering the best possible solution • Use excellent communication skills to professionally and courteously interact with our customers over the phone in the call center and face to face in our service center • Answer inbound customer calls, investigate all issues accordingly, and troubleshoot in order to provide options to customers on acceptable resolutions on the first call • Verify and process video transactions license plate information, select and process best image for transactions with multiple images using the appropriate tools available • Be comfortable working in a fast-paced, structured and goal-oriented environment (Average Handle Time, Adherence, Compliance, Surveys etc.) • Keep current with the company policies and procedures, job aids; attend new training & continuous learning sessions • Perform other tasks as assigned Does This Sound Like You? • French Bilingual required (English proficiency is a must) • French Bilingual certification required (to be arranged by 407 ETR) • Must have 1-2 years of experience in customer service • Proven customer service skills, a track record of success in a client-focused, target-driven performance culture • Strong problem solving skills and ability to deal with customers tactfully and effectively in a fast paced environment • Passionate about providing world class customer service • Punctual and committed to work on a flexible schedule: days, evenings and weekends • IT Literacy (windows, internet navigation and related software) • Excellent telephone manner, an aptitude for listening, establishing rapport and finding the right solutions for customers • Ability to help clients navigate through self-serve applications How to Get Here? Driving We are located at 6300 Steeles Avenue West, Woodbridge, ON (Major Intersection: Steeles & Highway 27). Closest Major Roads: 407 ETR, Highway 427, Highway 401, Highway 410, Steeles Avenue West and more! Buses We are accessible by public transit (Toronto Transit Commission, York Region Transit, and Brampton Transit). Subway The nearest subway station is Pioneer Village (Line 1 Yonge-University) where you can take bus #60D straight to the front of our building. Still with us? Like what you’ve read so far? Ok, apply already! Spruce up that resume and get in touch – we can’t wait to hear from you. Start Date: January 20, 2020 NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization Accommodations for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.