Customer Service Representative

IMPressive people achieve IMPressive results!

As a Customer Service Representative you will be responsible for providing information to customers through telephone & emails to drive brand awareness and increase sales.

To achieve success in this position you will;
Call management; redirecting calls to appropriate team members;
Process auto ship orders, repeat orders as per customer requirements; and collect payment;
Prompt voicemail management to ensure all customers calls are returned in a timely manner;
May include a significant amount of out-bound calls.
Email inbox management for retrieval and forwarding of online orders for same day shipment
where possible;
Prepare insurance forms, as needed;
Document each activity in program specific database.
Provide support to Customer Care Team members and other departments as required.
Clear communication to manager, internal/external team.
Responsible to report all Adverse Events to the assigned units/departments
The Customer Care Agent will also be assigned other duties and tasks as required;
Participate and attend on-going refresher training and in specialized training courses for specific
products or programs as deemed appropriate by the manager.
Provide feedback regarding current protocols, database, and processes.

Fluency in spoken/written English, French, an asset;
Secondary School diploma with previous customer service experience in a medical setting an
asset;
Professional / courteous / efficient telephone manner;
Effective customer service skills: positive, motivated and compassionate;
Excellent communication and interpersonal skills;
Strong attention to detail, ensuring customer requests & information are entered accurately;
Excellent time management skills with ability to prioritize daily tasks;
Working knowledge of automated warehouse operating system;
Eager to learn and stay current to better assist customers;
Ability to work independently and in a team environment;
Experience in order processing with a general understanding of the accounting process; and
Knowledge of MS Word, Excel, Outlook, and other Office programs; and NetSuite preferred.

Competitive Compensation
Autonomy & Flexibility
Ongoing Learning & Development
Career Growth Opportunities
Collaborative, Diverse & Inclusive Culture

It all started in 2005 with the belief that drive and determination are at the core of sales success and that impressive reps lead to impressive results. As a small Canadian contract sales organization, Impres was launched with the clear mission to exceed client expectations; to be impressive in everything we do. Our evolution to a leading commercial partner was guided by our clients needs and a resistance to ever say no;. The result: partnerships that last decades, best-in-class services, technologies that maximize productivity and unmatched flexibility to adapt to changing partner needs.

Impres is recognized as a Great Place to Work® and a Top 50 Best Workplace in Canada®. We are a dynamic team that has an extraordinary passion for what we do! As a fast-growing company we offer unlimited opportunity for growth and combined with a competitive compensation program, our people feel right at home within our fast paced but collaborative culture.

Impres is an equal opportunity employer and we welcome applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We are committed to fostering, cultivating, and preserving a culture of inclusion & diversity that embraces and encourages employees differences as it is our belief that our people are our most valuable asset. The collective sum of individual life experiences, knowledge, innovation, self-expression, and unique capabilities that our employees invest in their work represents our culture, reputation, values and purpose.