Service Call Centre Rep - NIGHTS

Canada Cartage Group; Winnipeg; On-site; CAD 38,000 - 48,000; Full time

Benefits offered by this job

Discounted hotels

Car rentals

Entertainment

Gym memberships

Phone plans

Electronics

Job summary

Canada Cartage Group is seeking a dedicated Customer Support Associate to assist drivers and clients with service inquiries. You will handle calls, emails, and messages, document issues, and coordinate with field teams to ensure timely resolutions.

Responsibilities include maintaining records, following up, and communicating needs to the appropriate teams, while supporting recruitment and retention across the organization. Night shift with a 4 on/4 off schedule is available.

Qualifications

• 6 months to 1 year of experience in a customer service or call centre role.
• Strong written and verbal communication in English.
• Proven ability to work independently and under pressure.

Responsibilities

• Provide customer service to drivers and operations staff across Canada.
• Record conversations in the database and log results in Transman software; follow up as needed.
• Identify needs, clarify information, and provide solutions or alternatives.
• Communicate customer requests to appropriate team members.
• Coordinate with Maintenance Administrative Staff for vendor repair orders and audits.
• Maintain positive relationships and assist with recruiting and retention efforts.

Skills

Active listening

Communication skills

Multitasking

Organization

Computer proficiency

Written English

English fluency

Education

High school diploma

Job description

Primary responsibility is to provide exceptional customer support and assistance to drivers and clients who require assistance or have service-related inquiries. Serve as the first point of contact, handling incoming calls, emails, and messages, and efficiently addressing issues such as breakdowns, maintenance requests, and scheduling changes. Role includes accurately documenting and prioritizing service requests, coordinating with field service teams and mechanics, and ensuring timely resolution.

• Location: Remote or 490 Lucas Avenue, Winnipeg, Manitoba
• Schedule: Night shift 7:00pm – 7:00am, 4 nights on / 4 nights off

What you will do

• Provide Customer Service to drivers and operations staff located all over Canada
• Keep records of all conversations in database, enter the result of each communication into the Transman software and perform necessary follow-ups
• Identify customers' needs, clarify information, and provide solutions and/or alternatives
• Communicate all customer requests and needs to appropriate team members
• Works in conjunction with all Maintenance Administrative Staff to ensure timely entry of vendor repair orders and audits performed as required.
• Maintains positive relationships with all departments and provides recruiting and retention support across the organization.

What you will bring

• 6 months up to 1 year experience
• High school diploma
• Previous call centre experience
• Must be an active listener and help resolve customer inquiries
• Strong written and verbal communication skills; proven ability to clearly articulate information in English to all demographics by telephone.
• Ability to work independently and perform under pressure
• Strong organizational skills and the ability to work in a high volume, fast paced environment
• Ability to multi-task and be flexible with the company's ever changing needs
• Intermediate proficiency with computers including Microsoft Office and web based applications preferred
• Minimum keyboarding skills of 35 wpm and 5,000 keystrokes per hour
• Must have a valid drivers license and vehicle

Why people love working for Canada Cartage

• Cohesive team and a positive, hard-working atmosphere.
• Meaningful opportunities for career growth.
• Company wide recognition initiatives designed to recognize employees when they demonstrate outstanding customer service, teamwork and our core values.
• Perks - discounted hotels, car rentals, entertainment, gym memberships, phone plans, electronics, to name a few
• Fun events throughout the year, like summer barbeques and driver-appreciation week that regularly bring us together.
• We give back to the communities in which we operate by volunteering and donating to local charities.
• We are a strong company that weathers the storm through pandemics and recessionary periods, so that we can benefit from good economic environments.

We are a top employer!

• Canada Cartage has been recognized on the Forbes list of Canada’s Best Employers for six straight years in a row.
• Trucking HR has announced that Canada Cartage has again been selected for the 8th year in a row, as one of Canada’s Top Fleet Employers. In addition, we have been recognized as an Employer of Distinction for the 4th year in a row. This serves to reinforce Canada Cartage’s reputation as an employer of high quality.
• We’ve been acknowledged by Forbes 2023, as one of Canada’s Best Employers for Diversity

Come work with an industry leader!

Canada Cartage is committed to adhering to the objectives and requirements outlined in the Accessible Canada Act (ACA). We are determined in meeting the accessibility needs of persons with disabilities in a timely manner, through the implementation of the requirements of the ACA and its applicable regulations. If you require accommodation under the ACA at any point in your application or employment duration, please let us know.

We would like to thank all those expressing an interest in this position; however only the candidates selected for an interview will be contacted.

Before you start with us, we will conduct a criminal record check, verify your education, and check your references.

Committed to employment equity, Canada Cartage Systems LP encourages applications from Aboriginal people, members of visible minority groups, and women.