Account Representative- Casual

DIVERSEcity Community Resources Society; Surrey; On-site; Part time

Job summary

DIVERSEcity Community Resources Society is seeking an Account Representative to establish relationships with key clients and ensure excellent service delivery. The role requires managing customer accounts, providing interpretation services, and handling various administrative tasks. Candidates should have a strong background in customer service, be fluent in English and another language, and possess excellent multitasking abilities. This position offers a competitive wage and invites applications from all backgrounds to promote diversity and inclusion.

Qualifications

• Minimum of one year experience in a call center.
• Experience in account representative role.
• Fluent in English and an additional language.

Responsibilities

• Maintain relationships with key accounts and ensure service delivery.
• Process customer accounts and manage transactions in CRM.
• Resolve customer complaints and conduct ongoing marketing.

Skills

Customer service

Multitasking

Interpersonal skills

Organizational skills

Bilingualism

Education

Post-Secondary college level education

Tools

CRM database systems

Microsoft Word

Microsoft Excel

ACCPACC

Job description

Job Title:Account Representative

Status: Casual (Union position)

Number of Vacancies:1

Wage:$29.17 - $33.49/hr (starting at $29.17)

Grid:12

Schedule:Monday to Friday

Start Date: ASAP

Date Posted:June 4, 2025

Closing Date: Open Until Filled

Please note that internal applicants must apply by June12, 2025. Internal applications received after this date will not be considered as internal and seniority will not apply. Position will remain open until filled.

The Opportunity:

TheAccount Representativeis responsible for establishing and maintaining relationships with key accounts, providing customer service and ensuring contract staff are scheduled as required.

The key areas of responsibility are:

• Previous call center or reception role experience;
• Must speak another language. For assistance with translations and/or interpretation;
• We prefer candidates who have experience with being an interpreter or translator in the past;
• Interpretation and translation knowledge is a must;
• Detailed oriented and HIGH multi-tasking skills;
• Establish, maintain and grow account relationships with key customers including sales and outreach;
• Manage and resolve customer complaints and service issues;
• Conduct on-going communications and marketing programs with key assigned accounts;
• Process and manage customer accounts and related transactions in the CRM system;
• Process and manage accounts receivable and accounts payable functions;
• Process and manage analytics and performance metrics from the CRM system, provide monthly reports and statistics;
• Receive requests for interpretation and translation services, schedule and assign contract staff for fulfillment;
• Maintain intake, evaluation, record keeping and requisitions;
• Order and maintain supplies for the Interpretation program;
• Keep records of materials expenditures, bills, and claim forms, and monitor day-to-day accounting to facilitate conformance to the program budget;
• Support the delivery of training and orientation sessions to interpreters and translators;
• Give information to the public regarding the services of the Society;
• Ensure new interpreters’ and translators’ files are complete;
• Provide telephone reception duties including public inquiries regarding programs and direct calls appropriately;
• Adhere to Policies and Procedures and Personnel Policies, Procedures and Practices of the Society;
• Attend and/or assist in organizing program events;
• Perform other related duties as directed by the manager.

Qualified candidates will possess:

• Minimum of one year of experience in an intensive call center operation;
• Minimum of one year of experience in an account representative role in a sales and fulfillment function;
• Extensive experience in financial systems including accounts receivable, accounts payable, invoicing and collections;
• Post- Secondary college level education with completed certificate in a program incustomer service and/or business administration or sales;
• Minimum of three years’ recent experience in a customer service related role;
• Extensive experience in working with Customer Relationship Management (CRM)database systems;
• Highly professional telephone manners, interpersonal skills, excellent organizational and time management skills;
• Experience in community interpreting, dispatch and customer request fulfillment.
• Experience in customer service, sales and call center operations;
• Fluent in oral and written English and fluent in an additional language;
• Ability to work well with volunteers, public, and staff from diverse cultural backgrounds;
• Ability to maintain billing and record-keeping systems;
• Strong background and experience with financial systems and accounting processes and procedures;
• High proficiency with computers, including Word, Excel, Access, ACCPACC and CRM database systems;
• Typing speed: 50 words per minute.

A Criminal Record Check is a requirement of employment.

Please note that we currently have staff on the recall list. If an applicant on the recall list applies to this vacancy, the provisions under Article 13.5 "Recall" of the Collective Agreement will apply and we will not consider internal applications from those with less seniority.

APPLICATION REQUIREMENTS:

To apply, please upload your resume and cover letter as separate attachments. As part of the application process, you will be prompted to complete a short questionnaire. Please ensure all questions are answered.

To view all opportunities at DIVERSEcity visitwww.dcrs.ca/work-with-us/.

ADDITIONAL INFORMATION:

This position is based in our Surrey office and is a blend of remote and in-person services. DIVERSEcity has implemented new safety procedures for in-office and in-person work, to view our safety plan, please visitwww.dcrs.ca/news/diversecity-covid-19-safety-plan/.Successful candidates will be provided with the training and equipment to safely carry out their duties, ensuring the best protection for our staff and clients.

A comprehensive job description will be provided to all candidates shortlisted for interviews.

DIVERSEcity is committed to employment equity and encourages applications from people of all gender identities and expressions, persons with disabilities, Indigenous peoples and visible minorities. Persons with disabilities who anticipate needing accommodations for any part of the application and hiring process may contact our HR department at ([e-mail]). Any personal information provided will be maintained in confidence.

About DIVERSEcity

DIVERSEcity Community Resources Society is a registered charity devoted to helping newcomers. For 40 years we have focused on providing specialized services newcomers to find employment, learn English, find housing, deal with family challenges, work through mental health issues and access medical care. DIVERSEcity is a client-centred organization committed to quality and accountability. We value growth, respect, integrity and compassion. To learn more about DIVERSEcity visit us at https://www.dcrs.ca/.

We thank all applicants for their interest in this opportunity; however, only those selected for an interview will be contacted.