Customer Care Representative – Neurodiversity Hiring Initiative

Job title:

Customer Care Representative – Neurodiversity Hiring Initiative

Company

Specialisterne

Job description

Specialisterne is Recruiting!Specialisterne connects qualified neurodivergent candidates to employment opportunities in numerous industries and sectors in Canada and the US.To be eligible to apply, you must have experienced barriers getting and/ or maintaining meaningful employment and you identify with one of the following:

• Autism (including Asperger’s and PDD-NOS)
• Attention Deficit/Hyperactivity Disorder (ADHD) or Attention Deficit Disorder (ADD)
• Learning Disability (e.g., dyslexia, dyscalculia, dysgraphia)
• Intellectual Disability
• Obsessive Compulsive Disorder (OCD)
• Tourette Syndrome

Employees hired through Specialisterne will be supported by a Specialisterne Workplace Support Specialist for their first twelve weeks on the job.Specialisterne is proud to partner with Enbridge on a Neurodiversity Hiring Initiative.Applications must be submitted in full no later than August 4thSummary:Title: Customer Care RepresentativeEmployment Type: Full-Time or Part-Time openings availableHours: Monday to Friday

• Full-time: 40 hours per week, 8 hour shifts, business hours 8am-8pm
• Part-time: 20-24 hours per week, 4 hour shifts, business hours 9am-3pm

Location: Thorold/St. Catherines, ON – In-person to hybrid (This role will start fully on-site, but may transition to a hybrid work environment in the future)Target Start Date: September 2024About this Role:CSR’s will aim to build and maintain positive customer experiences by putting the customers at the forefront of every interaction. As a representative in the Customer Care team, you will interact with the customers on a variety of topics including but not limited to service, billing, invoices to move and transfer requests.Essential Tasks – In this job, you will:

• Resolve customer inquiries regarding their gas account via inbound phone calls
• Operate according to performance standards and expectations to ensure customer service quality, effectiveness, and efficiency
• Accurately complete all processes, procedures and follow up for the type of customer account/inquiry being worked
• Achieve customer satisfaction, quality, and productivity levels in accordance with operational targets

General Skills and Abilities – You are:

• Proven verbal and written communication skills
• Ability to exercise good judgement with minimal supervision
• Excellent analytical skills, decision making ability, negotiations, and problem-solving skills
• Ability to multitask effectively, complete a variety of tasks concurrently and work under pressure
• Excellent interpersonal skills and ability to function within a team

Digital/Technical Skills & Tools – You are:

• Basic skill level with the Microsoft Suite of Applications including:

• Outlook
• Teams
• Excel
• Word
• Basic computer skills with the ability to learn and utilize a variety of applications (learned on the job)

Required skill level*

• Basic – e.g., I can do this in simple situations with close or extensive guidance
• Basic to Intermediate
• Intermediate – e.g., I can do this in most situations, with occasional guidance
• Intermediate to expert
• Expert – e.g., I can do this in exceptionally difficult situations with no guidance and I can be a key resource for others.

Education/Knowledge – You:

• High School Diploma
• Nice to have (but not required):

• Bachelor’s Degree
• Familiarity with the Utility sector/industry

Experience (Professional, Academic, Personal) – You:

• Minimum 3 years of experience in a customer-facing role providing support*

*Candidates with a Bachelor’s Degree will be considered with 1-2 years of experienceAdditional Information:Here’s how frequently the following types of communication and interaction are required to perform the job:

• Oral communication: Constantly
• Email communication: Daily
• Instant messaging: Hourly
• Telephone Communication: Constantly
• Video communication: Rarely
• Interacting with supervisors: Daily
• Interacting with peers: Hourly
• Interacting with customers: Constantly
• Selling or influencing others: Rarely
• Training or teaching others: As required (if interested)

Here’s what can employees find stressful about this job:

• Fast paced environment taking call after call
• Achieving key performance indicators and meeting call goals
• Dealing with difficult customers
• Navigating support database to provide answers to customers

Here’s what employees tend to find motivating/rewarding about this job:

• Resolving customer issues
• Career development opportunities
• Peer coaching opportunities
• Providing excellent customer service

Workplace Support:

• Specialisterne and our employer partners are committed to providing inclusive onboarding experiences and supporting new employees as they learn on the job
• All new hires continue to liaise with a Specialisterne Workplace Support Specialist for their first twelve weeks on the job

The Recruitment ProcessTo be considered for this position, you will:

• Complete a job application
• Join our talent pool (if you haven’t already) by completing an additional questionnaire and a pre-employment assessment

Next Steps

• Successful applicants will create a job-specific Candidate Profile to answer job specific questions and/or complete a work sample exercise to showcase your skills for this role.
• Employers use Candidate Profiles to anonymously* shortlist candidates
• Candidates and employers will meet to discuss the role in more detail

*whenever possiblePowered by JazzHR

Expected salary

Location

St Catherines, Argyll and Bute – Canada

Job date

Wed, 24 Jul 2024 04:30:04 GMT

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