Customer Excellence Specialist- 3 month contract

Customer Excellence Specialist

This position is offered on an initial 3-month contract basis, with the possibility of extension depending on business needs.

Reporting to the Manager of Customer Excellence, the Customer Excellence Specialist is responsible for managing the daily interactive needs of both external clients and internal stakeholders. In this role, the Specialist acts as a critical liaison, ensuring effective communication and resolution of any concerns or issues that may arise. This position plays a key role in maintaining the seamless operation of the division, providing high-level support to clients, external applicants, and various internal teams.

In addition to these primary responsibilities, the Customer Excellence Specialist is expected to acquire cross-functional expertise by training in other essential areas, such as order intake and service processing. The range of services handled includes, but is not limited to, criminal and civil record checks, credit checks, driving record verification, bankruptcy assessments, international security screenings, and other specialized services provided by the company. The Specialist must demonstrate a thorough understanding of these services and ensure that all tasks are completed with precision, efficiency, and adherence to company standards.

*This position includes an evening schedule rotation (1 week on 5) or can be an exclusive evening schedule. An evening premium applies.

Responsibilities:

The Customer Excellence Specialist shall:

• Deliver exceptional customer service support to clients, both via phone and through our systems.
• Proactively monitor client services, promptly and effectively addressing inquiries.
• Gather and assess all relevant information to appropriately manage client inquiries and resolve complaints.
• Validate all customer-submitted information to ensure accuracy and completeness.
• Conduct regular monitoring based on client needs, ensuring timely and accurate responses to their questions.
• Ensure that all necessary documents, including consent forms required for verifications, are properly attached to the customer’s request or applicant’s file.
• Collaborate with sales and production teams to ensure that unresolved issues are escalated to the appropriate resources and resolved to the client's satisfaction.
• Manage account access issues and provide training or demonstrations as needed.
• Prioritize and escalate issues in accordance with company policies and procedures when necessary.
• Provide sales support as required.
• Perform other duties as assigned by supervisors to support departmental objectives and contribute to team success.

Required Qualifications:

Knowledge and Education

• Hold a minimum of a high school diploma or an equivalent qualification from a recognized Canadian institution
• Excellent verbal and written communication skills in the official languages (Quebec-French / Ontario-English); bilingualism is considered a strong asset.

Experience, Skills and Abilities

• A minimum of two (2) to five (5) years of experience in a customer service role.
• Comprehensive understanding of customer service principles and practices.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
• Strong typing skills with a high degree of accuracy.
• Exceptional interpersonal skills with the ability to build positive relationships.
• Outstanding communication skills, both verbal and written, in English and French.
• Demonstrated ability to deliver superior customer service.
• Exceptional attention to detail, organizational skills, and time management capabilities.
• Strong problem-solving skills and the ability to address and resolve issues effectively.
• Proven customer service orientation with a focus on client satisfaction.
• Ability to adapt to changing circumstances and take initiative as needed.