| Position/Title | Customer Care Representative-Stratford |
| Job Classification | Regular Part Time |
| Department | Customer Care |
| Direct Report | Manager, Customer Service |
Position Summary
We are seeking a motivated Customer Care Representative to join our team in a Regular Part-Time (RPT) capacity. The schedule may include late shifts and weekend coverage. The successful candidate will provide exceptional customer service, assisting customers in-person, over the phone and via email, while promoting Wightman’s full suite of services.
Duties and Responsibilities
- Greet Customers in person, on the phone and within email communications in a professional and friendly manner.
- Assist with outside office Sales activities when needed
- Answer all customer inquiries regarding pricing, their statements, pending orders or any general inquiries
- Act as a Wightman consultant on new and existing Customer needs for the positioning of our services and look for opportunities to upsell
- Able to provide information to a perspective new customer on any of our core services such as telephone, internet, television or mobility service.
- Able to use several other programs to activate service for a new customer as well as daily use of Email, Web Browser, Excel and Word.
- Schedule installations with our Field Technicians by reviewing the next available day/time and coordinating what works for the customer.
- Manage your Work Queue on a daily basis.
- Contact customers to schedule appointments as needed.
- Perform audits on any of our services as needed.
- Provision all new mobility sales as quickly and efficiently as possible.
- Communicate with other Customer Care Representatives and other departments regarding the status of orders either by phone, email or using a chat program.
- Responsible for understanding the health & safety policy and keeping their work area safe for themselves and others.
- Produce daily, weekly or monthly reports for Management, Departmental and Company updates.
- Work with Accounts Receivable and Marketing on Customer communications.
- Assist with returned equipment and new equipment and sales office inventory processing as required.
- Complete any other administrative tasks as requested.
Core Competencies (Skills & Attributes)
Organization, Planning and Implementation:
- Ability to learn our products and services as well as internal processes.
- Ability to understand and implement any process changes.
- Ability to make an excellent first impression in person and on the phone.
- Ability to work independently in a fast-paced environment.
- Ability to take the information provided to you and enter it into a service order clearly and concisely.
- Ability to multitask.
- Solid decision-making skills.
- Work with Customers to position our services and features to meet their needs.
- Computer Proficiency (Excel, Word, Microsoft Email)
- Exemplary attendance and punctuality.
- Goal and objective focused.
- Stay current with system information, changes and updates.
Communication:
- Superior listening skills.
- Professional phone etiquette.
- Ability to speak and write clearly and accurately.
Qualifications
- Customer Service experience is required.
- Call Center experience in a Telecommunications environment (not mandatory).
- A background in sales and marketing would be an asset.
- Post-secondary education in business, sales or marketing would be an asset
Working Conditions/Physical Demands
- Operate in a 6-day-a-week environment
- Required to work at home shows or other local events that we would like to have a presence at.
- May be asked to deliver marketing material door-to-door
- May be asked to work on any day/time during an emergency
- Prolonged periods of sitting and use of a computer in a typical office environment
- May be required to work alone with minimum supervision
How to Apply
To be considered for this opportunity, please send your resume and cover letter to:
Wightman is an equal opportunity employer. We thank all that express interest in joining our team; however, only those candidates selected will be contacted regarding additional assessment stages.