Canada Customer Service Representative

· Exhibits the desire to provide excellent service, carry out correspondences in a professional

· and courteous manner, and interact directly with customers as needed.

· Exhibits motivation and ability to advance.

Customer Service Representative II

Requirements

· 2+ years customer service experience required. For internal candidates, experience can be a combination of internal and external experience.

· Internal Candidates:

o Successful completion of Customer Service Representative I Professional Progression Plan.

o Consistently meets or exceeds Customer Service Representative II performance metric

requirements.

o Overall Effective Performance as Customer Service Representative I.

o Takes initiative to expand knowledge for position utilizing all available sources.

· External Candidates:

o Exhibits competencies and experience to perform at level II.

Customer Service Representative III

· 4+ years customer service experience required. For internal candidates, experience can be a combination of internal and external experience.

o Successful completion of Customer Service Representative II Professional Progression Plan.

o Consistently meets or exceeds Customer Service Representative III performance metric requirements.

o Overall Highly Effective Performance as Customer Service Representative II.

o Supports with updates on work queue status.

o Proven ability to work independently.

o Supports new hires and existing team members (CSR I & II)

o Successful collaboration with others to ensure service excellence requirements are met.

o Exhibits competencies and experience to perform at level III.

Senior Customer Service Representative

· Successfully performs all Customer Service duties.

· Actively supports the team by providing assistance for complex or uncommon requests and

best practices.

· Handles first level escalations.

· Responsible for daily reports.

· Liaison with other teams for assistance when needed for ensuring service excellence.

· Supports local CS training needs when necessary.

· Provides support with projects.

· Ensures workflow is maintained if coordinator and management are not available.

· Pro-active involvement in Team Talk planning.

· Team subject matter expert.

· 6+ years customer service experience required.

o Experience can be a combination of internal and external experience.

o Minimum Highly Effective performance in current role.

o Successful completion of Customer Service Representative III Professional Progression Plan.

o Consistently meets or exceeds Senior Customer Service Representative performance metric requirements.