Inbound Service Agent (Isa)

Job Summary:

Reporting to the Customer Service Centre Manager. This position is a customer service role. This candidate exhibits a high attention to detail, retention of information, strong multi-tasking, dependability, ability to remain composed during high-demand situations and works well within a team environment.

Knowledge of Alberta; rural and major city center’s navigation is required.

Any additional tasks which may be required and will be trained.

Reports To: Customer Service Centre Manager

Major Responsibilities:

· Prioritizes safety with internal/external customers.

· Works in accordance with City Wide Towing Inc. policies and procedures.

· Answers a variety of Inbound Service calls and accurately updates data into our call centre software.

· Exhibits strong verbal and written communication skills.

· Achieves or exceeds call center KPIs to drive success.

· Ability to monitor multi-channel customer communication.

· Displays superior customer service skills with both our internal/external customers.

· Cross train as a dispatcher to support operations when needed.

Education, Experience, Required Skills/Competencies:

· Minimum 1+ years customer service experience

· Strong technical and interpersonal skills

· Competence to remain solution-focused resolving complex issues.

· Ability to remain professional when working under pressure.

· Capacity to document accurately while maintaining a strong customer-centric interaction.

Basic/Required Qualifications:

· Minimum High School Diploma/GED Equivalent

· Valid driver’s license.

· Legally authorized to work in Canada with no restrictions.

Preferred Qualifications:

· Display a high level of professionalism.

· Excellent verbal & written communications skills

· Demonstrates a high attention to detail and strong analytical, problem solving and time management skills.

· Ability to work independently but also collaborate in a team environment.

City Wide Towing Inc. is a 24/7, 365 business operation. Shifts are flexible. Shifts will align with business needs. Scheduling can be discussed with successful candidate.

Work will be conducted indoors.

Job Type: Full-time

Salary: $20.00-$21.00 per hour

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Tuition reimbursement
• Vision care
• Wellness program

Flexible Language Requirement:

• French not required

Schedule:

• 10 hour shift
• 12 hour shift
• Morning shift
• Night shift

Supplemental pay types:

• Overtime pay

Application question(s):

• Our office is not accessible by transit. Do you have reliable transportation to come to the office?

Experience:

• Call center: 1 year (preferred)
• Customer service: 1 year (preferred)

Licence/Certification:

• Class 5 Licence (required)

Work Location: In person