Level 3 Support Specialist providing pro - active technical support for Vista’s Cloud clients globally. Responsible for incident management and collaborating with teams for solutions.
About the role
- Customer Service Representative providing exceptional support in an inbound call center environment for Grainger. Delivering positive experiences through order management and customer communication.
Responsibilities
- Deliver a positive customer experience through order entry, order follow-up, shipment tracking, updating orders, account corrections, credits, returns, and more
- Listen to customer needs, ask exploratory questions, and interpret customer requirements to provide solutions
- Combine service, sales, and technical system skills with product knowledge, to uncover customer needs and provide solutions
- Seize opportunities to promote the benefits of doing business with Grainger and provide solutions with product alternatives and services
- Identify leads for further selling opportunities to improve sales growth
- Analyze information to resolve inquiries and complex problems
- Respond to customer calls and inquiries (i.e., pricing, products and billing, received through the phone or by email)
- Communicate with customers and business partners to inform them of the status of their request through to completion
Requirements
- High school diploma or equivalent
- Excellent communication skills in English
- 1+ years of demonstrated success in a customer service role with a preference within a contact center environment
- Proficient and accurate typing, data entry
- Advanced system knowledge and comfortable navigating systems (Microsoft Office Suite and background in enterprise systems i.e.: SAP, Oracle, Salesforce.com, SharePoint, etc.).
- Bilingual (ENG/FR) an asset
Benefits
- Medical, dental, vision and prescription drug coverage
- Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)
- Life insurance coverage, including spousal and dependent life insurance.
- Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns.
- Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future.
- Educational & Professional Membership Fee Assistance program
- Employee discounts, team member perks and more!
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