Customer Service Representative

  • Category
    Office, clerical & administrative - Employee Services
  • Job type
    Temporary/Contract
  • Location
    Kitchener, Ontario

Adecco is currently looking for customer service representative for our top Insurance company client in Kitchener, ON. This is a 6-month contract with a high chance of extension to permanent position and the pay rate is $17.35/hr. The ideal candidate must have

  1. Excellent communication skills
  2. Professional. sharp, motivated
  3. Team-player who can also work independently with minimal supervision
  4. Proficient with computers, MS Office and other applications and willing to learn at the same time
  5. Organized, focused and reliable
  6. Good attention to detail and can work well in a fast-paced working environment

Customer Service Client Base is Canada-Wide

  • Call center is open 9:00am – 9:00pm, Monday to Friday - no weekends
  • Shift work to accommodate customer calls from other time zones will be required (Rotating shifts between the hours of 9:00 a.m. and 9:00 p.m., Monday – Friday).  Flexibility is needed as client demand changes. 

The Customer service Rep will be responsible for managing all aspects of customer service including answering inquiries via phone and e-mail, taking orders, and follow up services. Customers may be internal or external with requests of varying degrees of complexity. Must have strong interpersonal, customer service and communication skills.

REQUIREMENTS:

  • Seeking professional minded, driven candidates with the desire to move the successful individuals into permanent roles upon completion of their contract.
  • Outstanding customer service skills - courteous phone manners
  • Demonstrated ability to multitask, research and investigate complex problems and effectively communicate findings in an easy to understand format
  • Strong organizational skills - the ability to prioritize and coordinate multiple sets of activities performed by individuals in other departments
  • Solid judgment - the ability to recognize quickly what needs to be done in order to satisfy the customer’s expectations, including the need to escalate issues when appropriate.
  • Must thrive in a highly structured, fast paced, high-volume, demanding, and ever-changing environment
  • Strong attendance and reliability are essential

Structured Environment

  • Representatives are on the phones for the majority of their day, except for scheduled breaks/lunches and call back time. (30 minutes per day scheduled off phones for making outbound “callbacks” to clients on outstanding issues, follow-up etc.)
  • When fully trained, expectation is to manage between 70-80 incoming calls per day
  • Overtime is required during higher volumes, looking for flexibility.

On-Going Performance Measurement:

  • Customer Service: (soft skills) evaluated by call coaching with seniors and supervisors 
  • Quality Goals: (calls recorded & audited) employees receive results of audits regularly.
  • Schedule Adherence and Log In time also part of performance measurement.
  • Dependability is very important. Contracts may end early if attendance is an issue.  All feedback is provided to us on a regular basis.

If you are interested in this Customer Service Rep position in Kitchener, ON, please apply online to this job posting.

B6602

  • Apply with Adecco

Reference number CA_EN_1_026602_12026085

Accommodation will be provided in all parts of the hiring process as required under Adecco’s Employment Accommodation policy. Applicants will need to make their needs known in advance to their Adecco representative.