Customer Experience Representative - Contact Centre

Description

Position at Ainsworth If you thrive in a team-oriented workplace that challenges your skills, drives your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs, join the Ainsworth team today!

We are excited that you stopped and are reading our job description and hope you will apply.At Ainsworth, our customers are our top priority.As Customer Experience Representatives (CER’s) you will believe in high-quality customer experiences.Using phone calls and emails as your everyday working tools, you will be there to listen, support and problem solve our Ainsworth clients requests.We are looking for candidates who enjoy a challenging workday and who love helping customers.Are you someone who cares about people?Do you like to problem solve and come up with effective solutions for clients?How about building new skills and taking on a challenge?If so, we would love to hear from you. Responsibilities

• Receive calls or emails requests from clients for various reasons related to service or daily operations of their sites.
• Responding efficiently and accurately to caller, explaining possible solutions and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information.
• Develop and maintain an understanding and working knowledge of our Remote Building Automation Alarms (RBAS) with an emphasis on triaging and acting upon remote monitoring system alarms.
• Create and complete work order requests on all incoming calls and email requests.
• Manage Work Order requests, close outs from client platforms to ensure SLA requirements are met.
• Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner
• The CER is to monitor the SLA commitments on all work orders and if the SLA is at risk or will not be achieved, they will raise the issue with the appropriate department.
• Adhere to the Company’s Quality System operating procedures.
• Perform other duties as assigned by Management.

Qualifications

Availability : Available to work morning, afternoon, and rotational weekend shifts (Saturday). Why work at Ainsworth (a GDI company)? Ainsworth (a GDI company) is growing at an unprecedented rate and to help attract and retain top talent, we provide benefits on your first day with us. We offer a wide variety of benefits including the following : Comprehensive health, dental and medical benefits, including wellness supports, RSP matching and generous vacation Service milestones and peer recognition plus Employee Discounts and Incentives Hybrid working models, where applicable An inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within company