Customer Experience Advocate

Archway Canada Inc.; Mississauga; On-site; CAD 42,000 - 56,000; Full time

Job summary

Archway Canada Inc. in Mississauga is seeking a Customer Experience professional to provide timely responses to inquiries, support order processing, and coordinate dispatch for nationwide clients.

You will generate reports, support account setup, and collaborate with internal teams to maintain a high standard of service and accuracy.

Qualifications

• Minimum 2-3 years CX and/or dispatch experience.
• Excellent interpersonal and communication skills.
• Typing speed of 50+ wpm.
• Knowledge of North America markets and terrain.

Responsibilities

• Provide and maintain a positive customer experience through timely response to inquiries and dispatch support.
• Support reporting needs for the company, launch project coordination and National customer operations support.
• Other duties as assigned by leadership.

Skills

Customer service

Dispatch experience

Communication skills

Typing speed 50 wpm

North America markets knowledge

Education

High School Diploma or GED

Some college hours

Job description

Provide and maintain a positive customer experience through timely response to customer contact inquiries and dispatch support. Support reporting needs for the company, launch project coordination and National customer operations support. Other miscellaneous duties as assigned by leadership.

Key Responsibilities

Following are some of the key areas of responsibilities:

• Customer Support 80%
• Enter order processing information quickly and accurately
• Answer & case all customer calls promptly and professionally
• Complete all inquiries regarding track and trace requests and communicate status to customers
• Maintain excellent working knowledge of clients' products and services
• Provie accurate service and pricing information
• Responsible for the coordination of customer service requests; to warehouse, client support, customer & carriers
• Answers inbound calls, emails, or chats to address questions about products, services, and/or policies
• Troubleshoot problems, manage complaints, and de-escalate dissatisfied customers, aiming for first-call resolution
• Provide leadership with information on escalations, service failures, and problems
• Assist with transaction management processes including credit card payment processing, refunds, and return
• Maintain the highest levels of customer care while demonstrating a friendly and cooperative attitude in a high-volume production environment
• Work collaboratively with the Client Support team to ensure customer concerns are escalated in a timely manner.
• Acts as a back up to other team members as necessary
• Regular punctual attendance and adherence to schedules
• Participate in Quality Audits; support and maintain corporate quality standards, policies, practices and work instructions
• Account Management 20%
• Educate customers with accurate information regarding products, service features, terms, and promotional campaigns
• Identify opportunities for new services or product enhancements and communicate this with leadership
• Creates, maintains, and distributes key reports as requested for assigned National Customers, Business Partners and internal departments
• Assist with new account setup and maintenance of client accounts
• Assist with account cross training
• Other duties as assigned

Skills & Qualifications

• High School Diploma or GED
• Some college hours are desired
• Minimum 2-3 years CX and/or dispatch experience
• Excellent interpersonal & communication skills
• Typing speed of 50+ wpm
• Knowledge of North America markets and terrain

Equal Employment Opportunity

In its recruiting and search practices, HRforGrowth does not discriminate on the basis of race, color, religion, national origin, age, marital status, physical or mental disability, sex, sexual orientation, gender, or gender identity, and welcomes applications from all qualified individuals. HRforGrowth evaluates and presents candidates to its clients without regard to any protected characteristic.

HRforGrowth endeavors to advise the hiring organization to comply with all applicable federal, state, and local equal employment opportunity laws - including those enforced by the U.S. Equal Employment Opportunity Commission (EEOC) - in its hiring decisions, terms of employment, and workplace practices.