Overview

Job Title: Client Services Specialist Representative

Job Code:

Job Family: Client Services

Issued:

Purpose of the Position:

To provide a high level of customer service support to the Company’s customers in order to ensure customer satisfaction. This is a hybrid position with an office location in Kitchener.

Responsibilities

• Provide a high level of customer service to ensure customer satisfaction with the Company’s products and services through high volume of telephone calls and email.
• Interact with customers regarding placing orders, status checks, rushes, warranties, service/repair, C/R requests, and providing quotes and related issues.
• Establish and maintain productive working relationships with customers.
• Process orders and liaise between Operations, Customer Service, Audiology, Finance and Distribution to ensure that all orders are logged, tracked, and maintained accurately via scanning and order entry into the Navision database and appropriate follow through to ensure customer requirements are met satisfactorily.
• Prepare appropriate paperwork where necessary.
• Enter customer complaints and problems regarding services, products, billings and issues resulting in appropriate resolution. May require assistance from the Audiology team when appropriate.
• Develop broad knowledge base related to services, products, programs, regulations/legislation, technologies and marketing strategies to meet Company goals.
• Maintain accurate records and process adherence
• Provides elevated service to internal team, acts as a mentor based on experience
• Supporting customers and team through different programs ie: call monitoring, concierge program, QCing new CSRs orders
• Provide basic product and technical assistance to customers.
• Participate in product launches/customer events when needed.
•  Follow-up with customers on production queries as they relate to specific orders.
•  Provide backorder status to customers.
• Assist other team members in the Client Service department when necessary.
• May perform special projects as required.

Qualifications

• To perform this job successfully, an individual must be able to perform each major duty and accountability satisfactorily. This role requires the individual to handle a high volume of telephone and email communication with customers as a regular requirement of the job. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Education and Related Experience: A high school diploma or equivalent is required. Post-secondary diploma or degree in sales, customer service, marketing, office administration, business administration or related field is preferred.
• Excellent verbal and written communication skills to interact with customers.
• Bilingual in both English and French required.