Customer Service Representative

Job summary

Respond to customer inquiries by phone, email, and chat; research issues, document interactions and follow-ups in CRM databases, and escalate requests when needed. Provide courteous, empathetic service, support customer retention and account growth, and meet established performance metrics.

Job details

ICCS is currently looking for Customer Service Representatives who enjoy helping people, solving problems, and being part of a supportive, fast-paced team. This role is ideal for someone who takes pride in delivering a positive customer experience and communicating with clarity and care. At ICCS, our Customer Service Representatives play a key role in supporting our clients and their customers every day. We offer a collaborative work environment, meaningful training, and opportunities to grow. What We do: Respond to customer inquiries and requests via telephone, email, and chat in a timely manner. Update customer accounts by documenting all inquiries, requests, resolutions, and follow-up tasks on CRM databases. Escalate inquires and requests as necessary to the appropriate department/person as per outlined guidelines. Display a courteous and empathetic attitude to all customers. Perform research to answer customer inquiries and requests. Grow existing customer accounts through exceptional customer service and effective retention strategies. Meet quantitative performance metrics (KPIs) as outlined. Qualifications:High school diploma or GED required. 1+ year of customer service experience (Asset). Experience working with inbound/outbound calls or call center experience an asset. Excellent interpersonal and communication skills. Demonstrated ability to prioritize tasks and manage time efficiently. Basic computer skills in various software and web-based applications. Benefits:Full Time Permanent & Paid time off Extended health care Free parking Hourly pay: $17.95 Excellent location well connected to highways and with access to public transport ICCS is an Equal Opportunity Employer committed to a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability, or any other classification protected by law. Interested applicants may apply by emailing us your resume at: hrconnect@iccs.global You can learn more about ICCS here: www.iccs.global

What you’ll do

Respond to customer inquiries by phone, email, and chat; research issues, document interactions and follow-ups in CRM databases, and escalate requests when needed. Provide courteous, empathetic service, support customer retention and account growth, and meet established performance metrics.

Requirements

A high school diploma or GED is required, and at least one year of customer service experience is an asset. Candidates should have strong interpersonal and communication skills, be able to prioritize and manage time effectively, and have basic computer skills; call center experience is an asset.

Benefits

• Paid Time Off
• Extended Health Care
• Free Parking

Listed skills

• Time management · Preferred
• Customer service · Preferred
• written communication · Preferred
• Problem solving · Preferred
• interpersonal skills · Preferred
• basic computer skills · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Verbal Communication
• Written Communication
• Problem Solving
• Interpersonal Skills
• Time Management
• Task Prioritization
• CRM Documentation
• Customer Account Management
• Customer Retention
• Research
• Inbound and Outbound Calls
• Email Support
• Chat Support
• Basic Computer Skills
• Empathy

Job areas

• Customer Service & Support