Job description

OVERVIEW:

The Customer Service Agent (CSA) must answer all student registration related and general inquiries in a friendly, professional and courteous manner. The CS acts as the first point of contact for the company and provides services information, answers questions and resolves any customer-related issues.

RESPONSIBILITIES:

• Manage large amounts of incoming phone calls.
• Assist in registering prospective students over the telephone.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Provide accurate, valid and complete information using the right methods/tools.
• Navigate company website and troubleshoot/provide assistance to customers when required.
• Accurately enter all customer information as required.
• Handle customer complaints, provide appropriate solutions and alternatives; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Greet all customers (students and parents) in a friendly and courteous manner during all interactions.
• Handle all customer interactions with the highest level of service and professionalism.
• Pass on requests in a timely and accurate manner to appropriate employees as required.

REQUIREMENTS:

Experience

• Minimum 1 year working in a similar telephone Customer Service role.
• Service or Hospitality industry experience is an asset.
• High School Education or equivalent proven and related work experience.

Skills & Qualifications

• Strong interpersonal skills, exceptional oral and written communication skills in English.
• Must have a passion for delivering outstanding customer service.
• Ability to effectively deal with customers, while exercising high levels of patience, tact and diplomacy.
• Must be a fact finder in searching information and solutions to best serve customers.
• Ability to work well under pressure.
• Must be organized, task oriented and possess excellent attention to detail.
• Ability to multi-task, prioritize, and manage time effectively.
• Ability to work well in a team environment, and harmoniously with co-workers and management.
• Proficient in MS Office applications and navigating the Internet.
• Ability to sit for extended periods of time and continuously perform the essential job functions.
• Comply with Excel Driving School work rules and standards per the employee handbook and as directed by management.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k) matching
• Health insurance
• On-the-job training
• Paid time off
• Referral program

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Work Location: In person

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