The Service Call Center Representative supports the needs of Canada Cartage staff throughout the provinces of BC, AB, SK, MB, ON & QC. Reporting to the Supervisor, the incumbent will be responsible for assisting drivers and operations staff with transportation support; troubleshooting mechanical issues/breakdowns, coordinating tow trucks, etc.
Location: 490 Lucas Ave, Winnipeg, MB
Schedule: 4 on, 4 off, 8PM to 8AM
Provide Customer Service to drivers and operations staff located all over Canada
Keep records of all conversations in database and following provided scripts
Enter the result of each communication into the Transman software and perform necessary follow-ups
Identify customers’ needs, clarify information, and provide solutions and/or alternatives
Communicate all customer requests and needs to appropriate team members
Acquire and maintain product and systems knowledge
Assist all customers through inbound calls, emails, and/or chats
Works in conjunction with all Maintenance Administrative Staff to ensure timely entry of vendor repair orders and audits performed as required.
Copying and filing documents as required
Maintains a high level of open communication regarding department needs and expectations with colleagues on the management team
Works co-operatively with other team members to ensure efficient execution of Corporate Strategy
Recommends procedure and system requirements or upgrades
Other duties as required
Must have a strong Mechanical background
Experience working in a fleet environment an asset
Minimum 2 years of customer service experience required
Previous call center experience an asset
Must be an active listener and help resolve customer inquiries
Minimum keyboarding skills of 35 WPM and 5,000 keystrokes per hour required
Excellent interpersonal skills; personable with strong conversation etiquette
Strong written and verbal communication skills; proven ability to clearly articulate information in English to all demographics by telephone.
Ability to work independently and perform under pressure
Strong organizational skills an the ability to work in a high volume, fast paced environment
Ability to multi-task and be flexible with the company’s ever changing needs
Intermediate proficiency with computers including Microsoft Office and web based applications preferred
Experience with Transman and Road Service Module an asset
Demonstrated ability to work within a team environment
Proven accuracy and attention to detail
If you meet the above qualifications, please complete the online application and submit your updated Resume and/or Cover letter.
We would like to thank all those expressing an interest in this position; however only the candidates selected for an interview will be contacted.
Committed to employment equity, Canada Cartage Systems LP encourages applications from Aboriginal people, members of visible minority groups and women