Call Center Representative - Ca Edmonton
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- Provide exceptional customer service to new and/or existing customers with inbound inquiries via phone or email (ie: quotes, order entry, and service requests) by probing to uncover customer needs, identifying solutions to meet need, following up on open issues, and seeking ways to add value while creating a remarkable experience for both internal / external customers.
- Each week of work, the Call Centre Rep (CCR) will alternate between a "phone week" and an "email week". During a phone week the CCR will support customers via phone and during an email week they will provide support via email.
- Although they might occasionally be re-allocated based on business needs, the CCR must be willing to perform one specific functions throughout the entire day whether it's supporting customers via phone or via email.
- This position is all about providing the best service possible to Grainger's clients. It is NOT about getting through as many callers as possible like in a high volume call centre.
- Overall, the CCR will be handling inbound calls/emails from clients all over Canada from a multitude of different industries such as manufacturing, healthcare, construction, etc.
- These calls will be very general and will often times be about things like placing orders, inquiries about product availability as well as product recommendations.
While assisting clients, the CCR is expected to do the following things:
- Listen to the client's needs and provide timely solutions. (Order entry, order follow up, shipment tracking, update orders, account corrections, credits, returns etc)
- Proactively participate in root cause problem solving
- Coordinate and resolve all customer requests, to the customers’ satisfaction - provide solutions with product alternatives and services
- Issue orders and update customer profiles in different tools as required
- Provide direction and guidance to less experienced team members via peer coaching
- Interpret customer requirements in order to seize opportunities to promote the benefits of doing business with Grainger
- Proactively looks for opportunities to drive sales growth by engaging in actions that identify leads for further selling opportunities
- The CCR will not upsell or cross sell in the classical sense of the term. The main responsibility is to service clients, process orders and close them. However - if a customer does not want to buy right away, we ask our team members that they offer to send that customer a follow up quote*
- Additional Skills & Qualifications:*
- MUST HAVE:*
- Minimum 15 months of recent experience in an INBOUND customer service capacity from 1 position (Retail, Banking, Inbound Call Centres) ***Customer Service experience must be from an environment in which they had to handle complex situations that required critical thinking and problem solving***
- Proficient with Office Suite applications like MS Outlook, Word, Excel, & Teams
- Must be able to learn how to use a dual monitor computer set up
- Must have hardwired internet connection at home (when the probation phase is over there might be an opportunity to work a hybrid WFH schedule
- 2 days WFH, 3 days in-office)
- High school diploma
- LIKE TO HAVE:*
- Experience with another industrial supplier such as Lowes, Rona, Home Depot, Wolseley, etc
- Previous retail or retail management experience
- Previous leadership/coaching experience
- SOFT SKILLS:*
- Ability to work calmly under pressure and handle difficult customers
- Someone who is able to solve problems creatively and think critically
- Someone who shows initiative and is reliable
- Someone who is okay with a structured environment (things like phone time, break time, and attendance is monitored)
- Someone who is comfortable working in a very professional and diverse environment - remarks that make people feel uncomfortable or unsafe are not tolerated here
- IDEAL CANDIDATE PROFILES:* o A++ Candidate: 1 year of technical retail associate with experience in a relevant hard-goods industry (Home Depot, Rona, etc.) OR 1 year of keyholder/management experience in a retail store environment o A Candidate: 1 year of retail associate experience o B Candidate: 1 year of inbound call center experience in an environment that focuses on quality, not quantity
- DISQUALIFIERS* o Only outbound call center experience o Only administration OR administration-heavy resumes o No recent customer service experience in the last 5 years o Recent education in an irrelevant field (accounting, finance, IT, engineering, etc.)
geo
in Canada , Edmonton city
number of positions
1 Jobs available, apply now
job type
FULL TIME
experience years
Entry level
Jobs in CanadaThis job is closed
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2 years ago
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