Customer Care Representative

The Customer Care Representative answers customer calls, chats and emails about orders, billing and account changes. This is a hybrid role. Most of the team is in the Calgary office Tuesday to Thursday.

What you'll do:

• Transfer calls to the right department with a warm handoff.
• Explain bills and payment options and take payments over the phone.
• Update customer records accurately.
• Follow scripts and required disclosures on recorded lines.
• Notice repeat problems and report them to your team lead.
• Call customers back on open issues within the promised timeframe.
• Meet targets for handle time, quality score and customer satisfaction.

What we're looking for:

• 3+ years of customer service, retail, hospitality or call centre experience.
• Clear speaking voice and good listening skills.
• Comfortable using multiple screens and systems at the same time.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.

Also helpful:

• Zendesk, Five9 or Genesys experience.

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

What you get:

• Health spending account.
• RRSP matching.
• Parental leave top-up.
• Wellness spending account.

A bit about us:

Our threat intelligence team tracks ransomware groups and publishes research used across the industry. We started in 1993 and have grown to about 650 people.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Trestleview Security.