Details of the Role:

JOB TITLE: Customer Care Specialist

POSITION OPENINGS: 1

STATUS: Contract, Full Time (18 months)

LOCATION: Remote in Ontario, Canada

(candidates are required to live within Ontario and maintain a private and safe workspace, and have a high-quality internet connection)

HOURS OF WORK: 35 hours/week

About Us

Workplace Safety & Prevention Services (WSPS) is a not-for-profit organization committed to protecting Ontario’s workers and businesses. It serves more than 174,000 member firms and 4.2 million workers across the agricultural, manufacturing and service sectors. A proud partner in the province’s occupational health and safety system and a trusted safety advisor since 1917, WSPS has a rich history of making workplaces safer.

Job Summary

Reporting to the Manager, Customer Care, the Customer Care Specialist (CCS) is the first and main point of contact with the customer. This includes inbound and outbound contact through telephone, email, fax, internet, and face to face customers. The key objectives of this role are to establish and maintain successful customer relationships by (i) referring customers to the appropriate internal consultant or department, (ii) assisting customers to identify relevant programs, products and services and gather/input key customer information into corporate systems. This role also supports internal and external customers related to event bookings and cancellations, product and course information, completion of contracts, and provision of materials for courses. This role requires strong communication skills (both verbal and written) and strong problem solving abilities.

KEY RESPONSIBILITIES

Note: Percentages refer to approximate % of time spent on each area, over the course of a given year

Inbound customer contact and service (25%)

Conduct a needs assessment during customer interactions and match the customer’s need with the appropriate product and/or solution i.e. training programs, web-based training, literature, consulting services (including fee for services), technical services and Health & Safety Excellence program.
Upsell products and services based on analysis of customer needs.
Assist the customer to identify basic legislative compliance issues (WHMIS, Certification etc.), and escalate advanced/specific requests to Duty Consultant, Account Manager or Technical Specialist.
Arrange for appropriate service group to follow up with the customer as required.
Support specialized functions for key accounts including customized invoicing and record of training reports
Troubleshoot customer concerns such as returns, cancellations and complaints, back orders and damaged goods while following organizational policies and procedures.
Escalate customer inquiries with special requests, including but not limited to communication support, alternative formats to immediate Manager.

Outbound customer contact (15%)

Contact select customers to make them aware of upcoming events, products and services
Execution of targeted outbound/follow-up campaigns
Conduct and follow up on customer satisfaction surveys
Contact customers to inform them of course cancellations - resolve customers' concerns and make best recommendation for alternative offerings
Represents WSPS at public and Safety System events (ie. Excellence program, regional conferences, and workshops) as required
Maintain/update CRM activity tracking to ensure that all customer interactions and information is entered and available for review.

Administration and Support to Onsite and Public Training, Fee for Service Consulting and other Organizational Initiatives (60%)

Set up public training sessions in registration system as per schedule provided by Training Department.
Process participant registrations for training, volunteer functions, conferences, workshops and safety group sessions
Provide pre-delivery support including promotion of conferences/events, coordination of relevant details and logistics.
Produce and distribute confirmations, invoices, certificates and records of training in a timely fashion to appropriate parties.
Complete customer attendance records.
Generate and distribute reports where necessary and as requested.
Prepare contract documents, provide quotes for public training and products and follow up with the customer.
Act as back up for Print Liaison Coordinator, when needed.
Order materials for training and Input product orders in the order entry system.
Verify information from web orders for accuracy to ensure customer satisfaction.
Process return authorizations.

Contributes to a Healthy and Safe Work Environment (at all times)

Adhere to WSPS policies, procedures, process fact sheets, guidelines and business rules established in the WSPS Quality Management system which ensures the achievement of our quality goals
Contribute to promoting a healthy and safe culture, and links efforts to the WSPS quality management system approach (Plan, Do, Check, Act, Continuous Improvement Cycle)
Act as a role model internally and externally by demonstrating knowledge of health and safety and wellness practices.

SKILLS AND EXPERIENCE

Minimum:

Post-secondary business administration courses or diploma
2-3 years in an administrative/ customer service capacity
Highly proficient in Microsoft office (Word, Outlook, Excel)
Basic occupational health and safety knowledge
Comfortable with cloud based and audio/video conferencing platforms (Zoom, Adobe Connect, Go To Meeting, Teams etc.)
Strong communication skills (oral and written) in order to effectively deal with staff throughout the organization, as well as external customers, suppliers and contacts to provide and obtain information
High level of professionalism and winning customer service attitude
Effective time management and organization skills
Effective analytical thinking skills with attention to detail, ability to break down simple and complex tasks, and identify, analyze, troubleshoot, resolve and/or escalate customer inquiries or issues
Ability to multi-task and respond to customer requests in a timely manner
Self starter with strong work ethic, shows initiative and able to work independently
Able to be flexible to organizational and departmental expectations, as well as customer demands• Ability to work well under pressure and in a faced paced environment

Preferred:

Post-secondary business administration degree
Health and Safety Certificate or diploma
3+ years in an administrative/customer service role
Experience in Microsoft Customer Relationship Management (CRM) system
Call Center experience

Application Information

Deadline for Application: Friday, September 27, 2024 by 4:00 pm eastern time

To Apply: Visit our Employment Opportunities page and click Start Application to apply!

*Please note, all applicants must apply through our Applicant Tracking System*

Feel like you have some of the requirements but not all? We encourage you to apply even if your experience does not match everyrequirement.

We believe that diverse backgrounds and unique perspectives make us stronger. Workplace Safety & Prevention Services (WSPS) is committed to being an equal opportunity employer, creating an inclusive work environment and encouraging employees to be their most authentic self.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Workplace Safety & Prevention Services (WSPS) will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.

We thank all those that apply, however, only those selected for further consideration will be contacted.

Workplace Safety & Prevention Services

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