Provide and maintain a positive customer experience through timely response to customer contact inquiries and dispatch support. Support reporting needs for the company, launch project coordination and National customer operations support. Other miscellaneous duties as assigned by leadership.Key ResponsibilitiesFollowing are some of the key areas of responsibilities:Customer Support 80%Enter order processing information quickly and accuratelyAnswer & case all customer calls promptly and professionallyComplete all inquiries regarding track and trace requests and communicate status to customersMaintain excellent working knowledge of clients' products and servicesProvie accurate service and pricing informationResponsible for the coordination of customer service requests; to warehouse, client support, customer & carriersAnswers inbound calls, emails, or chats to address questions about products, services, and/or policiesTroubleshoot problems, manage complaints, and de-escalate dissatisfied customers, aiming for first-call resolutionProvide leadership with information on escalations, service failures, and problemsAssist with transaction management processes including credit card payment processing, refunds, and returnMaintain the highest levels of customer care while demonstrating a friendly and cooperative attitude in a high-volume production environmentWork collaboratively with the Client Support team to ensure customer concerns are escalated in a timely manner.Acts as a back up to other team members as necessaryRegular punctual attendance and adherence to schedulesParticipate in Quality Audits; support and maintain corporate quality standards, policies, practices and work instructionsAccount Management 20%Educate customers with accurate information regarding products, service features, terms, and promotional campaignsIdentify opportunities for recent services or product enhancements and communicate this with leadershipCreates, maintains, and distributes key reports as requested for assigned National Customers, Business Partners and internal departmentsAssist with new account setup and maintenance of client accountsAssist with account cross trainingOther duties as assignedSkills & QualificationsHigh School Diploma or GEDSome college hours are desiredMinimum 2-3 years CX and/or dispatch experienceExcellent interpersonal & communication skillsTyping speed of 50+ wpmKnowledge of North America markets and terrainEqual Employment OpportunityIn its recruiting and search practices, HRforGrowth does not discriminate on the basis of race, color, religion, national origin, age, marital status, physical or mental disability, sex, sexual orientation, gender, or gender identity, and welcomes applications from all qualified individuals. HRforGrowth evaluates and presents candidates to its clients without regard to any protected characteristic.HRforGrowth endeavors to advise the hiring organization to comply with all applicable federal, state, and local equal employment opportunity laws - including those enforced by the U.S. Equal Employment Opportunity Commission (EEOC) - in its hiring decisions, terms of employment, and workplace practices.#J-18808-Ljbffr

📌 Customer Experience Advocate (Winnipeg)
🏢 HRforGrowth
📍 Winnipeg