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The Contact Centre Representative, reporting to the Contact Centre Manager will provide service excellence by connecting to our customers.
The Contact Centre will operate from 8:30am – 5:00pm., Monday through Friday excluding statutory holidays observed in Ontario. Applicants must be able to work a variety of 8 hour shifts including evenings.
Responsibilities:
The Contact Centre is tasked with the conducting business process services. These services include:
- Take inbound and outbound calls answering topics including, but not limited to programmatic policies, online application trouble shooting, and application status.
- Respond to email inquiries answering topics regarding programmatic policies, online application trouble shooting, and application status.
- Resolve support issues in a prompt and efficient manner while escalating to technical team members when necessary.
- Receive and process paper applications and consent forms as requested.
- Mail out communication tailored to each application.
- Produce clear, efficient, and timely written logs of calls and emails into a client-case tracking system to manage requests and issues.
- Identify and document recurring customer issues to determine standardized working solutions, to build on a knowledgebase.
- Maintain a high level of knowledge regarding all products and systems; attending scheduled training and coaching sessions to stay on top of changes and updates to program.
- Ability to multitask, work under pressure and adapt to change.
- Attendance and punctuality are imperative.
Required Skills / Qualifications:
- High School Diploma or equivalent required.
Preferred Skills:
- College diploma is preferred.
- Proficiency in French is an asset.
- Familiarity with Windows operating systems and basic computer software along with the Microsoft Office Suite of products
- Strong analytical, problem solving, and troubleshooting skills.
- Excellent Customer Service skills and telephone etiquette
Working at ICF
Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth.
Ottawa Canada (CD82)
