Customer Care Representative – Stratford Office in Stratford-upon-Avon

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 prospective new customer on any of our core services such as telephone, internet, television or mobility service.
• 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):

• 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.
• Work with Customers to position our services and features to meet their needs.
• Exemplary attendance and punctuality.
• Goal and objective focused.
• Stay current with system information, changes and updates.

Communication:

• 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: csr.resume@corp.wightman.ca. Submission must be received by 5 pm on Friday, January 9th.

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.