Call Center Agent Residential

What you’ll do:

Job Summary

Provide support to residential electrical products by providing phone-based customer assistance, case management, and technical guidance to customers, contractors, and sales teams.

Job Responsibilities

• Fulfill order management related activities for customers.
• Drive customer affinity by delivering exceptional Customer Service (meeting or exceeding phone and email metrics as well as team service level agreement)
• Identify and implement process improvements
• Maintain daily usage of Sales Force tool
• Change notice management
• Facilitate proper and efficient information flow in an effort to meet or exceed customer needs and departmental and division wide performance expectations
• Ability to handle high-pressure, fast-paced environment requiring diligence to detail
• Proven analytical and critical thinking skills
• Ability to constructively manage conflicts and discrepancies towards positive resolution
• Prioritizing customer demand to assist with improved product flow
• Work with finance team to resolve customer credit request

Qualifications:

Education level required

• Bachelor’s degree in Electrical or related engineering field.

Years and area of experience required

• Minimum customer interaction experience (2 years).

Technical knowledge

• Knowledge of CRM software and SAP.
• Strong knowledge of Microsoft Office (word, excel, email, internet).
• Strong listen, written and verbal communication skills.
• High Ability to speak, write, and read English – Fully bilingual.

## Skills:

Soft skills

• Drive for results
• Makes Decisions & Solves Problems
• Demonstrates a Collaborative Style
• Promotes and Champions Change
• Business Acumen
• Pursues personal development

We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.