Customer Service Representative

Customer Service Representative

Reports To

Office Administrator

Summary

The Customer Service Representative, under the direction of the Training Center Administrative Officer, will primarily be responsible for the effective and professional delivery of customer support. The position requires general knowledge of St. John Ambulance Alberta programs, products and services. This position supports customers by registering students into classes, resolving questions, concerns, and technical issues, as well as handling customer inquiries and complaints. This position will ensure that customers are satisfied with the issue resolution as well as the resolution process itself. The Customer Service Representative is the front-line staff of the organization and interfaces with the customers while carrying on other duties that facilitate effective customer service.

Competencies

Accountability : Takes ownership of personal workload and responsibilities.

Attention to Detail : Attends to details and pursues quality in the accomplishment of tasks, despite competing priorities.

Change Management : Adapts to and supports organizational change.

Commitment to Health and Safety : Works in compliance with all Alberta Occupational Health and Safety legislation and organizational safety policies.

Cooperation : Works with others to prevent conflict and share resources to encourage symbiotic relationships within the organization.

Decision Making : Makes concrete, well-informed and thought-out decisions that support the overall organization. Has the ability to make quick, effective decisions even when data and details are limited.

Ownership : Takes pride in the work that is accomplished and understands the function of tasks within the larger picture of the organization.

Results Orientation : Able to focus on desired outcomes how they are achieved by meeting and or exceeding standards based on past performance, goals, and objectives, as well as the performance and/or achievements of others.

Teamwork : Works cooperatively and effectively with others to reach a common goal. Participates actively in group activities fostering a team environment.

Client/Customer Focus : Provides high quality service to both internal and external customers.

Communication : Communicated information with consistency and clarity.

Professionalism : Demonstrates professional standards of conduct when governing interactions between individuals in a business environment.

Job Duties

• Register students into classes.

• Provide exceptional customer service by responding to inquiries, resolving concerns, and managing customer relationships from initial contact through service delivery.

• Maintain current knowledge of organizational products, services, promotions, and programs to assess customer needs and recommend appropriate solutions.

• Keep up-to-date records on customer service calls, customer contacts, and details of meetings in a timely manner in the format required.

• Answer external and internal phone calls and transfer calls to the appropriate departments.

• Participate in any required organizational training.

• Always maintain professionalism, tact, diplomacy, and sensitivity in all interactions to represent the organization in a positive manner.

• Greet customers and discuss type, quality, and quantity of merchandise or services required.

• Maintain a high level of customer service.

• Adapt communication style in order to deliver information effectively to a range of individuals.

• Relay customer quality improvement suggestions for company products and services.

• Coordinates the administration of all training courses delivered through the Centre including Instructor and Partner-Provider services, scheduling of classes, instructors, and facility training space, and maintaining training records in accordance with Provincial and Centre policies and procedures.

• Ensures all classrooms are materialized with the appropriate resources for each course and class.

• Provides support to instructors and responds to training-related emergencies, including after-hours situations, in accordance with established safety procedures, communication guidelines, and approved protocols.

• Ensures instructors scheduled to teach classes have the current required training qualifications. Responsible for accurate and current instructor records management.

• Assists with instructor and course delivery quality assurance monitoring, as directed by the Manager of Training.

• Reports any matters of discipline concerning Instructors/Partner-Providers to the Manager of Training and provides recommended solutions.

• First point of contact and professional resource for business, industry, government and the general public concerning the training standards and protocols for all training programs offered in the Centre.

• Develops and coordinates the Centre’s annual training schedule and supports implementation of training-related objectives within the annual business plan, including identification of equipment and resource needs.

• Collaborates with Centre and Provincial teams and participates on committees, meetings, and workshops as approved, to support training delivery and organizational objectives.

• Works with the Office Administrator, or designate, for inventory and supply needs.

• Establishes effective working relationship with authorized Partner-Providers and ensures services provided meet the required standards, administrative processes, and quality assurance elements. Liaises with the Partner-Providers and Centre staff to resolve any conflicts that may arise with administrative processes or delivery of services.

• Seeks guidance and instruction from the Manager of Training in the area of program standards, training protocols, business plans, instructor training and certification, as well as national and provincial account management.

• Comply with all applicable Alberta Occupational Health and Safety legislation, policies, procedures, and report hazards, incidents, or unsafe conditions to supervisor

• Performs other related duties as assigned, consistent with the scope of the position.

• Minimum of three (3) years of customer service experience

• Superior customer service skills

• Strong interpersonal skills

• Strong communication skills, both verbal and written

• Demonstrated ability to problem-solve

• Ability to work individually and as part of a team

• Ability to manage multiple tasks in a fast-paced environment

• Ability to respond to feedback constructively

• High level of integrity and professionalism

• Demonstrated ability to build and maintain lasting working relationships

• Meticulous records maintenance skills

• Comfortable speaking on the telephone in a professional manner

• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required

• Ability to adapt to new technology

• Equivalent combination of education and experience may be considered

Work Conditions

• Full-time position, typically Monday to Friday during standard business hours.

• Office-based environment with frequent interaction with customers and staff

• Extended periods of sitting and computer use

• Use of standard office equipment

• Frequent interruptions in a busy work environment

• Flexible hours, including occasional evenings or weekends