Customer Service Representative (1-Year Temporary) File Reference Number: CH-091

1. • Provide client sales support: Respond to customer phone and e-mail requests for basic product and services information. Under the direction of the Senior Customer Service Representative, assist with the daily triaging and assigning of incoming emails/contact us forms, processing of orders via e-commerce and/or POS machines. Provide various support to customers across all product lines including processing orders, responding to inquiries/requests and Tier 1 technical support. Tier 1 technical support includes the following basic troubleshooting and assistance responsibilities:
     • provide navigational assistance to clients for website and all web products.
     • gather information regarding client environment, including system and browser versions.
     • verify client account status and reset username/password to resolve access issues.
     • for client setup for IP address access, verify client IP address and provide information to higher tier tech. support.
     • create case to document specifics of client issue and any other relevant information, and escalate case if resolution is not possible.
     Through discussions with clients, determine their health and safety needs and inform them of the products and services that best support their requirements. All customer conversations and subsequent actions taken in support of the inquiry/request are to be detailed in the CRM. (60%)
2. • Provides support to the Client Service team, including, but not limited to: qualifying leads through initial contacts; maintaining up to date customer contacts in the CRM; contacting assigned clients with expiring subscriptions to non-custom products in order to encourage renewals; developing and providing client reports and usage statistics, as needed, preparing standard quotes and standard agreements, updating training materials, and other documentation as required. Process purchase orders, credit cards and prepare invoices, as requested by clients. (30%)
3. • The incumbent participates in Service Unit activities as assigned, which may include testing of e-commerce and/or website changes. (5%)
4. • Other duties as assigned. (5%)

• The position reports to the Manager, Client Services, and is one of several members of the Service Unit.
• The Customer Service Representative works closely with the Senior Customer Service Representative and Account Managers to provide administrative and other support for all product lines at a general level. Products and services relate to the following Service Units: General Health and Safety Services; Education Services; Communications. The position works closely with members of these Service Units, as well as with Inquiries, Systems/IT/Technology Solutions, and Finance.
• The position is expected to participate in the planning of the Service Unit activities, to ensure they play an active role in achieving goals and deadlines without causing work overload or imposing conflicting demands. The position must adjust to changing priorities and deadlines, and, where possible, notify in advance all relevant parties when time constraints or other challenges arise that require resolution.

• Good knowledge of web, word processing and other software programs, such as Microsoft Word and Excel.
• Good knowledge of ERP/CRM (Acumatica) and e-Commerce systems, finance rules and how they work together.
• Sound knowledge of CCOHS’ suite of products and services, in order to provide sales and customer support.
• Very strong interpersonal skills for interaction with both internal and external clients, providing high quality, professional and timely service.
• Excellent written and verbal communication skills are also required.

Work with clients to resolve Tier 1 technical issues that include the following basic troubleshooting and assistance responsibilities:

• provide navigational assistance to clients for website and all web products.
• gather information regarding client environment, including system and browser versions.
• verify client account status, and reset username/password to resolve access issues.
• for clients setup for IP address access, verify client IP address and provide information to higher tier tech. support.
• create a case to document the specifics of client issue and any other relevant information, and escalate case if resolution is not possible.

• Respond to incoming phone calls and e-mails related to CCOHS’ suite of products and services, following well-defined practices and procedures, ensuring issues are resolved or directed to others for timely response and resolution.
• Contact clients and potential clients as assigned. These may be expiring clients, clients in the middle of their usage period, or potential clients.
• Provide administrative support for the Client Services team.
• Provide Service Unit Manager with client feedback about CCOHS products and services to improve products and services, and to understand client needs.
• Participate in the activities of relevant Service Units by providing input and new suggestions on processes, procedures, and product development.

• Physical Effort: The employee works at a computer (keyboarding and mousing to read and reply to e-mail, prepare reports, review information, etc.) for the majority of the workday. The work is interspersed with non-computer based activity, such as reading, thinking, proof-reading, photocopying, filing. The employee has some control over the workload and can get up, stretch, and walk on a regular basis. Some stooping and lifting (or handling of light material) may be required.
• Physical Environment: The employee works at a desk and/or a computer workstation with a keyboard and a mouse for the majority of the workday. The workstation and desk are ergonomically set up, with a wrist rest, mouse rest, document holder, task lamp, as required. The lighting meets standards and there are adjustable blinds on the windows as required. The building environmental controls meet general office requirements. A high volume of work and precision is required. There is a potential for RMI due to the demand of processing content using a mouse, unless safe work procedures outlined are followed.
• Sensory Attention: Active listening is required when interacting with clients and potential clients to understand the nature of the question/issue. Must be able to focus on multiple programs and screens on an ongoing basis when resolving issues (Acumatica, Vubiz elearning platform, e-commerce).
• Mental Stress: When contacting expiring clients, the incumbent may have to deal with rude or unpleasant people on the phone or through e-mail. When receiving incoming phone calls and emails, the incumbent will have to respond to a wide variety of types of questions and requests. The frequency of calls and incoming emails/Contact Us forms is unpredictable.

• Secondary school diploma and at least two years of experience working in a customer service role, or an equivalent combination of education and experience.
• Experience and good knowledge of word processing, and spreadsheet software (e.g. Word, Excel and Clientele), as well as client management software (CRM).
• Excellent accuracy and attention to detail.
• Excellent verbal and written communication skills.
• Ability to work in a team atmosphere.
• Ability to communicate in both official languages is an asset.