Customer Service Representative

Are you an enthusiastic, people person who is passionate about connecting with customers? As one of our Customer Service Representatives you are the face, character and heart of Gosfield-Quadro. As a valued member of our team, the focus of this role is to provide exceptional service both in person and over the phone. good technical understanding of how communications products work.

This is a one year maternity leave contract position with the potential of becoming permanent.

What You'll Do

• Interact with customers via various communication channels (phone, email, chat) to address inquiries, provide information, and resolve issues promptly and accurately.
• Listen actively to customer concerns, analyze the situation, and employ effective problem-solving techniques to provide satisfactory solutions, aiming for first-contact resolution whenever possible.
• Acquire a comprehensive understanding of our products and services to accurately address customer inquiries, provide relevant information, and offer appropriate recommendations or upsell opportunities.
• Develop and maintain positive customer relationships through personalized interactions, demonstrating empathy, professionalism, and a customer-centric approach.
• Identify complex or escalated issues and promptly escalate them to the appropriate department or supervisor while ensuring customers are kept informed of the progress and anticipated resolution timeframes.
• Maintain accurate and detailed records of customer interactions, inquiries, complaints, and resolutions in customer relationship management system.
• Actively gather customer feedback, suggestions, and insights, and communicate them to the relevant teams for continuous improvement of products, services, and customer experience.
• Stay up-to-date with product knowledge, industry trends, and customer service best practices, and share this knowledge with team members to enhance overall performance and customer satisfaction.
• Accurate recording of payment entry and execution of bank deposits.
• Other duties as assigned by supervisor.

What We're Looking For

• Education: High school diploma or equivalent. Additional certifications in customer service or related fields are a plus.
• Experience: Previous customer service experience in a fast-paced environment is preferred.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey information clearly, concisely, and courteously.
• Empathy and Patience: Demonstrated ability to empathize with customers, remain patient in challenging situations, and maintain a positive attitude while resolving issues.
• Problem-solving: Strong analytical and critical-thinking skills to assess customer needs, identify root causes, and determine effective solutions.
• Multitasking: Ability to manage multiple customer inquiries simultaneously while maintaining attention to detail and accuracy.
• Technology Proficiency: Comfortable working with computer systems, CRM software, and various communication tools. Proficiency in typing and navigating between multiple applications is essential. Comfortable in Microsoft office programs (word, excel, an asset)
• Adaptability: Flexibility to adapt to changing processes, procedures, and customer demands.
• Team Player: Collaborative mindset, willing to assist colleagues and contribute to a positive team environment.
• Customer Focus: Strong commitment to delivering exceptional customer service and creating a positive customer experience.

Gosfield-Quadro Communications is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs. We thank all those that apply but only successful applicants will be contacted for an interview.

Job Types: Full-time, Temporary, Contract

Expected hours: 37.5 per week

Benefits:

• Paid time off

Work Location: In person