Description
Scope of the position
The Contact Centre Representative is responsible for taking email inquiries, inbound calls and making outbound calls to interested customers. Inquiries will be related to sales and customer service concerning senior retirement residences and living options. Call handling time will vary based on customer life cycle touch points and overall customer knowledge of services and products discussed on these calls. This person will have advanced level bilingual language skills (verbal & written). This is a semi technical role and an intermediate knowledge of computer-based systems including email, CRM databases and Microsoft Office is required.
Key Activities
Customer Service
- Provide assistance to customers through inbound telephone calls, by providing information about Chartwell retirement residences and the Canadian retirement living landscape in general.
- Respond to and or process customer email and voice mails.
- Gather and document customer details such as current situation, care and services required and or desired along with their contact information. Data to be processed in Chartwell’s CRM system and sent to the appropriate homes.
- Recognize when scope of inquiry is beyond self-capacity or customer expectation and escalate through proper channels.
Sales
- Identify and act upon all sales opportunities by referring customers to residences and offer personalized visit when the fit is right.
- Works with Directors of Sales and Retirement Living Consultants to ensure that customer leads/inquiries are being delivered with correct information.
- Successfully adhere to and execute the Chartwell Sales Process.
- Meet specific performance standards.
- Attends mandatory sales training.
Other
- Ensures confidentiality of information relating to residents, families, colleagues, prospective residents, and Chartwell Retirement Residences, etc…
- Is aware of employee and supervisor’s responsibilities
- Follows all health and safety policies and procedures.
- Practices our corporate values of R. E. S. P. E. C. T. and mantra of Making People’s Lives Better.
- Other duties as assigned
Qualifications
Experience:
- Minimum 2 - 3 years in a call center, sales, or customer service role.
- Previous experience working in a senior residence, hospitality, or medical care environment is a definite asset.
Education:
- A post-secondary diploma or degree from a recognized institution.
Skills & Abilities:
- Fluently bilingual (French and English).
- Self-managed, reliable individual requiring minimal supervision.
- Empathetic and caring interpersonal customer service skills.
- The ability to multi-task & stay organized as connections are made with customers through phone & live chat.
- The ability to type a minimum of 30 wpm.
Special Requirements
- Criminal record check and vulnerable persons search.
- Must be willing to work rotating shifts through the day (days, afternoons, & evenings) and all days of the week (Saturdays & Sundays included).
