Customer Care Representative

York University International; Toronto; On-site; CAD 40,000 - 60,000; Full time

Job summary

Schulich ExecEd at York University is seeking an accessible front-line customer service representative. You will manage client inquiries, provide program information, and support alumni activities. Proficiency with CRM tools and data handling is essential.

Two years of related experience and a strong, professional communication style will help you excel in this role within a marketing communications context.

Qualifications

• Two years direct, hands-on front-line customer service experience.
• Experience with CRM software (Constant Contact or Salesforce).
• Proficient with MS Office and data entry; strong data accuracy.

Responsibilities

• Maintain and monitor the client database for marketing efforts.
• Follow up with clients by phone and email; answer questions on ExecEd programs.
• Sell seminars when opportunities arise and understand Schulich ExecEd products.
• Provide customer relationship support and understand client needs.
• Serve as front-line contact for executives and participate in alumni events.
• Build relationships for potential new clients; maintain confidentiality.

Skills

Excellent English

Customer service

Relationship building

Organizational skills

Multitasking

Telephone etiquette

Independent worker

Education

High School diploma

Tools

Constant Contact

Salesforce

MS Outlook

Job description

Purpose

Schulich Executive Education (Schulich ExecEd) is a revenue generating strategic business unit within the Schulich School of Business. The mission is to provide top quality non-degree executive and management education programs. The clients are middle to senior level managers and executives from the public, not-for-profit, and private sectors. As part of the marketing communications function, Schulich ExecEd advertises these programs through direct mail, e-mail, webinars, and participants in our programs are placed on our database for future marketing initiatives. This database needs constant monitoring and maintenance. This position is responsible for maintaining the database to ensure that our marketing communications dollars are hitting our target audience. As well, this position follows up with clients through telephone calls and e-mail communications. The incumbent is required to know the Schulich ExecEd product line to be able to answer questions on all Schulich ExecEd programs and, if there arises an opportunity, to sell seminars to new and returning clients. Additional responsibilities include providing customer relationship support, understanding the client base and their needs in order to optimize interactions with them, acting as front line/first point of contact for executives wishing to take Executive Education courses, participating in alumni events, engaging and fostering relationships with returning clients and establishing relationships for potential new clients.

Education

High School and additional formal training (for example, typing, word processing, data entry and data bases).

Experience

Two (2) years directly related, hands-on, recent experience working as a front-line customer service representative using customer relationship management software applications such as ‘Constant Contact’ or ‘Sales Force’, experience working with the MS Office suite of applications including Outlook, and experience in entering, updating, filtering, and generating data base reports.

Skills

• Excellent English, written and spoken.


• Sound judgement in terms of customer service and customer relationships.


• Initiative and creating problem solving, a ‘can-do’ attitude.


• Strong organizational, time management and multi-tasking skills.


• Ability to work independently as well as part of a high performing team.


• Tact and diplomacy and ability to interact positively, professionally, cooperatively and courteously with diverse contacts.


• Pleasant telephone and in-person manner.


• Intermediate skills needed in MS Office suite of applications, in on-line databases and experience with large relational data bases required.


• Observing and maintaining confidentiality, accuracy with details.


• Excellent attendance and punctuality essential.

Additional Notes

This position requires the candidate to produce a verification of degree(s), credentials(s), or equivalencies from accredited institutions and/or international equivalents at the time of interview. Hours of work: Monday to Friday 9:00am to 5:00pmSummer: Same

EEO and Accommodation

The University welcomes applications from all qualified individuals, including, but not limited to women, persons with disabilities, visible minorities (racialized), Indigenous Peoples and persons of any gender identity and sexual orientation. York University is committed to a positive, supportive and inclusive environment.

York University offers accommodation for applicants with disabilities in its recruitment processes. If you are contacted by York University regarding a job opportunity or testing, please advise if you require accommodation.

We are committed to enhancing our environmentally and socially responsible practices for the benefit of all members of the York community. Our long term perspective recognizes our responsibility to be innovators and to continually work as a community to reduce our ecological impact.