CLIENT SERVICE SPECIALISTS (ENGLISH AND fRENCH bILINGUAL)

 All interested candidates will be required to pass a background check.

 Position Summary:

Respond to incoming customer calls and/or e-mails and/or inbound telephone requests for emergency roadside assistance and various member services inquiries and transactions. 

 Duties and Responsibilities of the Position:

• Answer phones, e-mails, respond to customer questions / complaints and ensure all inquiries are handled and documented on-line in a timely and professional manner;
• Makes proactive calls to Dispatchers for customers as needed;
• Maintain professional etiquette and provide effective customer service when corresponding with customers via e-mail or phone;
• Keep Coach promptly and fully informed of all problems or unusual matters of significance so that the Coach may take prompt action where necessary or suggest alternative courses of action;
• Must have demonstrated effective customer service skills.
• Demonstrated ability to problem-solve, show persistency, attention to details, adherence to applicable policies, procedures, and product changes and remain resilient.
• Produce results in a timely and accurate manner.
• Demonstrate an ability to follow directions / procedures.
• Demonstrated proficiency with PC applications, Windows environment, accessing the Web / Internet and e-mail.
• Must have a pleasant-speaking voice, good articulation, rate of speed and ability to be clear and concise.
• Think on his / her feet.
• Remain cool and calm under pressure.
• Ability to work independently and in a self-directed manner.
• Be highly organized.
• Be flexible.
• Be confident.
• Think “outside the box” to troubleshoot process exceptions and recommend resolution.
• Participate in team meetings designated to enhance the overall department and/or improve the quality of service provided to clients and customers;
• Maintain good communications with management, keeping them fully informed of all problems or unusual matters of significance.

Qualifications:

• Excellent verbal and written communication skills;
• Excellent customer service skills;
• Strong computer skills including the ability to navigate the Internet;
• Punctuality and attendance at standard or better;
• Demonstrates a genuine respect for people, their concerns, feelings, well being and appreciation of them as one of our customers;
• Ability to analyze problems, develop and implement solutions;
• The ability to interact and thrive in a fast-paced environment dealing with a high volume of calls.

Skybridge Marketing Group HR Department hrwpg@skybridgemg.com Fax: (204) 924-4506 www.skybridgemg.com

 Skybridge Marketing Group is committed to being an equal opportunity employer.  Qualified applicants are encouraged to apply and self-identify on their resume.  We thank all applicants for applying however, only candidates to be interviewed will be contacted.

 Interested candidates please submit your resumes by December 5, 2011.

 

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COACH (ENGLISH AND fRENCH bILINGUAL)

All interested candidates will be required to pass a background check.

 Position Summary:

Reporting to the Service Delivery Manager the Coach provides leadership to Client Service Specialists through coaching, mentoring and program expertise to support success on various accounts in the call centre.

 Duties and Responsibilities of the Position:

• Be a relationship builder with all direct reports.
• Collaborate regularly with your peer group.
• Be seen as a team player, positive role model and solution provider for the team.
• Hold consistent weekly 1 on 1 sessions with each direct report.
• Coach employees to meet and/or exceed performance objectives.
• Work with each employee to determine career goals.
• Proactively identify and implement process improvement opportunities.
• Maintain client/company security to ensure data security, confidentiality and compliance.
• Conduct direct report evaluations.
• Drive operational performance through attention to utilization, productivity and quality.
• Responsible for motivating and retaining employees.
• Provide clear work direction and task assignment and ensure client requirements are achieved.
• Coach direct reports to meet utilization and meetSLA’s on a consistent basis.
• Assisting in resolving escalated issues.
• Coordinate procedures, workflow and addresses any concerns with staff as necessary.
• Effectively communicate with all direct reports and client company policies and procedures.
• Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate which will be conducive to maximum employee moral, productivity, and efficiency/effectiveness.
• Maintain good communications with management, keeping them fully informed of all problems or unusual matters of significance.
• Quality monitors on a weekly basis and provide direct feedback.
• Work with Human Resources on addressing attendance issues and trends.
• Ensure utilization targets are attained.
• Monitor CMS and adherence.
• Become subject matter expert for processes and output (work product). 

Knowledge and Skills Required:

• Must be able to make decisions relating to procedures, priorities, and scheduling.
• Knowledge and understanding of promotions and procedures enabling identification of problems and effective resolution.
• Must be well organized.
• Must possess strong time management skills.
• Must have the ability to handle multiple projects at one time.
• Must have strong PC skills.
• Excellent verbal and written communication skills.
• Dependability.
• Flexibility - ability to think “outside the box” to troubleshoot process exceptions and recommend resolutions.  

Judgement Required:

• Must be able to make decisions relating to personnel, procedures and priorities.
• Must have the ability to recognize and communicate potential processing and/or systems problems.
• Ability to motivate different personalities.
• Ability to prioritize workload.
• Ability to analyze and plan appropriately for business demands. 

Qualifications:

• Excellent verbal and written communication skills;
• Excellent customer service skills;
• Strong computer skills including the ability to navigate the Internet;
• Punctuality and attendance at standard or better;
• Demonstrates a genuine respect for people, their concerns, feelings, well being and appreciation of them as one of our customers;
• Ability to analyze problems, develop and implement solutions;
• The ability to interact and thrive in a fast-paced environment dealing with a high volume of calls. 

Skybridge Marketing Group HR Department hrwpg@skybridgemg.com Fax: (204) 924-4506 www.skybridgemg.com

 Skybridge Marketing Group is committed to being an equal opportunity employer.  Qualified applicants are encouraged to apply and self-identify on their resume.  We thank all applicants for applying however, only candidates to be interviewed will be contacted.

 Interested candidates please submit resumes by December 5, 2011.

Contact Us

CANADA
Skybridge^® Customer Service (Winnipeg)
180 Main Street
Winnipeg, Manitoba
Canada R3C 1A6
Call:  204.785.7222
Fax:  204.785.2101

Interested individuals should submit a resume, including complete work history and specific pay expectation, via e-mail to this location.

Incomplete submissions will not receive consideration and only those candidates who most closely match our current needs will be contacted further.

Skybridge^® Marketing Group offers a comprehensive benefits package including but not limited to medical, dental, vision, 401k, short/long term disability and vacation. 

We offer opportunities for the best people to fill challenging roles at all of our locations. We are an equal opportunity employer with competitive benefits and we can’t wait to hear from you.