Call Center Agents

We are currently hiring for Call Center Representatives for our client in Ottawa! Please read the description before applying.

Department Overview
This is a front line support service connecting citizens with all the information and referrals they need quicker and with higher satisfaction. The strategic focus is a channel and service expansion to ensure citizens are able to access services from a single source.

Position Summary
As a Customer Service Representative, you will be responsible for providing exceptional customer service to our incoming call center clients. You will play a key role in enhancing the customer experience by providing high quality service at every interaction and ensuring customer concerns are being handled appropriately, while working in a dynamic fast-paced environment.

Your typical week

• Answer phone calls efficiently to support targets, while meeting quality guidelines.
• Understand and comply with with legislated and client policies and work procedures accurately to provide excellent customer service.
• Adhere to your work commitment and daily schedule so that the team can meet its business goals efficiently and reliably.
• Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment.

Knowledge, Skills and Abilities

• Passionate about providing superior customer service, while being able to handle client questions in a quick and professional manner with one call resolution
• Possess excellent listening and verbal communication skills and demonstrate a sincere approach to helping others
• Self-starter who will take the initiative to obtain solutions and are able to stay focused; pay attention to detail and follow established operating procedures
• Comfortable working independently and within a team environment. You have the ability to multitask and embrace change
• Ability to work in a statistically driven environment, measured by call quality and call productivity goals

• Proven ability to multitask and exhibit excellent attention to detail while consistently following established procedures and processing transactions
• Strong verbal and written skills required
• Must be self-motivated, and able to work independently and in a team environment
• Good analytical skills and technical aptitude for using a variety of computer applications

Education and Experience

• High school diploma or GED Equivalent, may be subject to standardized testing.
• At least one year of experience in a similar role.
• Proficiency in basic computer skills, ability to operate standard office equipment.
• Understand the principles of call control and customer situational judgment.

Other

• Must clear Federal Reliability Security Clearance
• Must reside within Ottawa
• Must be able to work between the hours of 5:30am-9:00pm

What we offer you
We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide.

• Competitive market-based salaries
• Comprehensive benefits
• Three weeks of paid vacation
• Group Retirement Savings Plan
• Employee appreciation events

Salary Range – $23/hr

(none specified)