We are searching for a live chat representative to work closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services. The live chat representative may handle a high volume of inbound or outbound conversations, or both, and should strive to provide each caller with a great experience. They will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.

Responsibilities:

• Answering or making phone calls to clients in order to learn about and answer their wants, complaints, or other concerns regarding products or services.
• Making sales or recommendations for products or services that may better suit client needs.
• Participating in training and other learning opportunities to broaden one's understanding about the firm and role.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Using software, databases, scripts, and tools correctly.
• Adhering to all company policies and procedures.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.

Skills Required:

• High school diploma or equivalent.
• More education or experience may be preferred.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Understanding of company products, services, and policies.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision making skills.
• Adaptability and accountability.

Job Types: Full-time, Part-time
Part-time hours: 30 per week

Salary: $22.65-$23.45 per hour

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Extended health care
• Flexible schedule
• Paid time off
• RRSP match
• Vision care

Schedule:

• Day shift
• Evening shift
• Monday to Friday

Work Location: In person

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