True North Management Inc. Looking for Customer Service Live Chat Agent Full Time

Passionate about helping people, providing great customer service, and working as part of a team? Then we want you here at True North Management Inc.!

For over 20 years we have been an industry leader providing exceptional customer service for a range of e-commerce websites. Our fast-paced contact center handles inbound and outbound customer calls, order processing, web chat, and email response.

At True North Management Inc., employees get the chance to build new skills and learn as they move forward. We provide a friendly, diverse, and rewarding work environment with accessible, open, and supportive team members and managers who are committed to your success.

We’re looking for people who have a desire to deliver a best-in-class customer experience focused on health-related services. As a Live Chat Agent your primary duty will be handling inbound inquiries from a vast network of customers across the USA through a web-based chat service.

This position will transition into a call center role so previous call center experience is considered an asset.

We are currently looking for bright and energetic people to join our Chat Team who are able to work Full Time anytime between 10:00am to 8:00pm Monday – Friday and 7:00 am – 5:00 pm Saturday – Sunday. Successful applicants must be able to work 37.5 hours per week. Please do not apply if you cannot commit to full time hours.

Please note: This is not a remote position.

Key Responsibilities:

• Answering customer inquiries and confirming order details
• Ensuring customer needs are your top priority
• Resolving customer complaints respectfully and efficiently
• Ensuring accuracy by verifying prescription details to match order details
• Entering data into a custom database
• Identifying and escalating issues to team leads and/or managers
• Providing product and service information to customers
• Recognizing, documenting, and alerting the management team of trends in customer chat conversations
• Documenting issues and resolutions
• Learning about new products and services
• Developing customer service solutions
• Identifying possible website errors

Key Skills and Qualifications:

• Excellent English language skills: verbal, written and telephone communication
• Proficient typing skills
• Problem-solving skills
• Organizational skills
• Critical thinking skills
• Detail oriented
• Must have a sense of urgency and be able to work well under pressure in a fast-paced environment
• Must have at least 1 year of customer service experience
• Knowledge of Spanish considered an asset
• Solid understanding of the internet and MS Office (computer literate)
• Have a high school diploma or equivalent. Post-secondary education considered an asset.
• Knowledge of medical terms or a MOA certification considered an asset.
• Possess a friendly, professional, and empathetic attitude.
• Have a strong work ethic, be a quick learner, and self-motivated.
• Work well individually and within a team.
• Flexible and open to a rotating monthly schedule.

Job Types: Permanent, Full-time

Salary: $16.75 per hour

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Discounted or free food
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Vision care

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Every Weekend
• Holidays
• Monday to Friday

Supplemental pay types:

• Commission pay
• Overtime pay

Work Location: In person