THE ADVANTAGE

When you're an employee of Advantage Communications, you're home. Located at Portmore in St. Catherine, we are looking for strong community leaders who embody our 4 core values. If you are a positive person, honest, humble and fun to work with, we'd very much like you to become a member of our TG Appliance team!

CAREER SUMMARY

In this role, Customer Service Representatives are responsible to provide first in class customer support and sales for the product and service lines offered by our client.  The types of customer inquiries will include, but will not be limited to requests for customer care, billing inquiries, account modifications, product/service information, and sales.  The Customer Service Representative will use dynamic communication strategies to educate the customer on all aspects of the product/service offered optimizing sales opportunities and ultimately ensuring customer satisfaction.

HOW TO MAKE A DIFFERENCE

• Go the extra mile to delight our customers!
• The ability to meet and exceed set goals.
• Ensures customer retention through listening, understanding and responding to customer concerns and/or questions.
• Creates an enviable customer service and sales environment based on strong ethics and the principles of integrity, honesty, and respect.
• Develops an in-depth and comprehensive knowledge of all products and/or service offerings provided by the client.
• Identifies and sells to the customer’s needs, additional product and/or service offerings made available so that all sales targets are met or exceeded.
• Presents customer-focused solutions in both a timely and positive manner to address, influence, and resolve customer needs to their full satisfaction as well as balancing the impacts to the business.
• Provides transparency in the various lines of support with representation that meets the needs of the client and their customers.
• Documents required customer information as well as each support step taken within the customer contact, into the Customer Relationship Management (CRM) or other similar tools used.
• Follows up and communicates with specific departments for escalation and resolution of more complex problems/concerns.
• Provides feedback to improve the business practices which will increase client/customer satisfaction and employee morale.
• Learns and embraces new call centre initiatives and training as business needs change.
• Attends meetings as required.
• Performs other duties as required.

BENEFITS

• Paid time off
• Medical, dental and vision
• Performance pay incentives
• Career growth opportunities

KNOWLEDGE

• Ability to provide role model customer service based on strong principles and ethics which demonstrate an outstanding commitment to service.
• Positive attitude and ability to work effectively within a team-oriented environment.
• Effective listening skills and adept at understanding the customers’ needs.
• Excellent problem solving and negotiation skills.
• Detail oriented, adaptable, personable, and reliable.
• Multi-tasking and keyboarding skills, ability to type 35 WPM is required.
• Exceptional communication skills both in written and verbal English.
• Bilingualism would be an asset (English/French)

EXPERIENCE

• Two (2) years of call centre experience within a customer service (retail preferred) or relating field would be an asset.
• Previous sales experience in product up/cross selling would be an asset.

EDUCATION

• 5 CSEC Subjects (A business subject namely POA/POB/OA, Math, English and 2 other subjects.)
• Post-secondary diploma would be an asset.

Other

• Satisfactory completion of a criminal background check.
• Ability to work shift work in a 24/7 environment is required.