Customer Care Representative(Contract)

at  The Foray Group

Position Title: Customer Care Representative
Reports To: Customer Care Manager
Direct Reports: None
Job Types: Contract role upto 3 months 100% on-site
Schedule: 8 Hour shift; Monday to Friday
Work Location: 445 Hood Rd Markham

QUALIFICATIONS

• College Diploma or University degree, ideally in business administration or similar program.
• Minimum 4-5 years of Customer Care experience
• Minimum 4-5 years of Data Entry experience (combination of 4-5 years Customer Care and Data Entry is acceptable).
• Knowledge of food production, and/or nutrition is an asset
• Knowledge of Child Care legislation/licensing is an asset
• Safe Food Handler certificate/knowledge an asset
• Intermediate skill level in Microsoft Office Suite of products – Word, Excel, PDF, Outlook
• Intermediate skill level in CRM (customer database) or ERP system, preferably Hubspot and/or MS Navision.
• Intermediate skill level in Adobe file creation and edits.
• G License and access to a vehicle for daily in field travel
• A clear Vulnerable Sector Check

SKILLS, KNOWLEDGE AND ABILITIES

• Strong Customer Centric Focus
• Personable, professional and can interact positively with a diverse group with various levels of responsibility and accountability.
• Strong ability in active listening and problem solving via phone
• Attention to detail and high degree of accuracy in data entry
• Ability to multi-task and motivated by meeting deadlines.
• Self-driven, motivated and results oriented
• Works well independently and in a team
• Strong verbal and written communication in English
• Second Language (French) is an asset

CUSTOMER CARE

• Responds to phone calls and/or email correspondence in a friendly, approachable, and confident manner.
• Proactively reaches out to customers to seek out additional information, provide a follow up and/or execute on a desired customer touchpoint.
• Able to assess and understand various situations through asking questions and seeking clarity.
• Listens carefully to our customers and conveys empathy and commitment to a solution or finding a solution.
• Manages customer expectations in a positive manner while resolving roadblocks for an improved customer experience.
• Provides over the phone training (guidance) and/or best practices with customers to deliver a successful food service.
• Creates and/or updates and sends customer communications and notices.
• Supports our customers in the transition to a new menu
• Successfully onboards new temporary customers
• Ability to make a recommendation to the Customer Care Manager where the situation needs additional care and attention.
• Engages and participates in the execution of innovation projects to help improve customer experience.
• Occasionally participates in customers events, presentations and/or customer visits.

THE ROLE

We are looking for a high-performing Customer Care Liaison, an A team player, who plays to win with the best outcome for our customers. You have great problem-solving skills and like to think out of the box to find creative solutions. You are able to work in a fast-paced environment with an amazing group of people. You always care about the quality of your work and act with Integrity by delivering on commitments made. You are curious, investigative, and not satisfied with the status quo, and have the ability to find positive solutions for our customers’ needs. Your focus is on growth, through collaboration and learning for yourself and the company to benefit our customers.