Customer Solutions Representative

Title: Customer Solutions Representative

Employee Working Location: Partially Virtual / Hybrid (Canada)

Employment Status: Permanent Full-time

The Canadian Red Cross (Red Cross) - an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada's Best Employers 2024, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

Reporting to the Supervisor, Customer Relations, the Customer Solutions Representative is an integral member of the Prevention and Safety team and is responsible for delivering exceptional customer service by supporting a third-party customer experience team. Responsibilities include support in coaching and call calibration in addition to identifying gaps in agent knowledge and training. The Customer Relationship Specialist also responds to escalated inquiries, resolves complaints, and provides effective solutions. This role requires a thorough knowledge of program standards, excellent customer interaction abilities, and a commitment to continuous improvement in customer experience.

In this role, you will:

• Engage directly with clients to address inquiries, resolve issues, and provide program or service information.
• Handle and resolve client complaints efficiently to ensure satisfaction with service provision.
• Field incoming requests and incidents to ensure courteous, timely and effective resolution of requests and issues.
• Document all pertinent client request/issue information in appropriate systems or tools.
• Follow scripts and workflows to problem address requests or solve issues by following standard procedures and processes.
• Build rapport and elicit problem details from both internal and external clients.
• Prioritize and schedule resolution to requests/issues and escalate complex requests/issues to appropriate internal team
  member for resolution.
• Record, track and document the request and resolution process, including all successful and unsuccessful decisions made, and actions taken.
• Monitor service level agreements (SLAs) and ensure that client service standards are met or exceeded.
• Track emerging trends in issues/incidents and alert management.
• Contribute to the identification of areas for continuous improvement.

What we are looking for:

• Qualifications include a minimum of 1-2 years of experience and a 1-2 year college diploma or post-secondary certification or an equivalent combination of education and experience.
• Proficiency in Microsoft Office applications (Word, Outlook, Excel, PowerPoint), SharePoint with the ability to multi-task on
  multiple systems.
• Ability to apply standard methods, and select amongst options to resolve routine problems.
• Ability to communicate and influence by clarifying policies, processes, and services effectively.
• Ability to manage multiple tasks, deadlines, and priorities.
• Ability to remain calm during stressful and/or challenging calls by focusing on client requests and ensuring successful delivery of services.
• Knowledge of Prevention & Safety Programs
• Bilingual in English & French is required for this role.

Working Conditions :

• As we work with and support people (managers, colleagues, beneficiaries/customers, volunteers, donors and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to perform the responsibilities of the role in English.
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).