Bilingual (French/English) Customer Service Specialist - Smart Vehicle Solutions Contact Centre - Military Veterans

at Parsons Corporation
Contact Information

Markham,

Req #: R120363

Location(s):

  • CA - ON, Markham

Minimum Clearance Required to Start:

Not Applicable/None

Job Description:

Company Overview

Parsons is a digitally enabled solutions provider with a focus on making the world safer, smarter, healthier, more sustainable, and more connected. Founded in 1944, Parsons primarily serves the defense, security, and infrastructure markets. Uniquely qualified to deliver cyber/converged security, technology-based intellectual property, and other innovative services, the corporation delivers state-of-the-art solutions to federal, regional, and local government agencies as well as to private industrial customers worldwide. Parsons has a reputation for inclusion and diversity and has been named to the Ethisphere Institute’s list of World’s Most Ethical Companies for 10 consecutive years. Parsons facilitates a culture of innovation by encouraging collaboration among its employees and providing opportunities for career growth. With offices around the globe, people of varied talents and backgrounds, and a wide range of exciting projects, the possibilities at Parsons are endless. For more about Parsons, visit www.parsons.com.

Job Description

We are looking for a Bilingual (French/English) Customer Service Specialist to join our Smart Vehicle Solutions Contact Centre located in Markham. Our team has been in place for more than 20 years assisting the public, vehicle owners and operators, and inspection centres across North America. You are responsible for providing excellent customer satisfaction in a fast pace Contact Centre environment by helping our customers, and assisting Program delivery partners (e.g., inspection centres) under contract with our various Smart Vehicle Solution projects.

In this role you can expect to work a 40 hour work-week with shifts on Monday to Friday, between the hours of 8.00 AM and 6:00 PM; Saturday and Sunday 9.00 AM and 3:00 PM.

Reporting to the Contact Centre Manager, you will be accountable for:

  • Handling Program inquiries via telephone calls, emails, web-tickets and chat interactions from the public and Inspections Centre representatives.
  • Acting as the first point of contact for assistance with policy/program information, equipment ordering and other general inquiries.
  • Fostering relationships with Inspections Centre representatives.
  • Handling sensitive and complex issues in a timely and accurate manner.
  • Demonstrate ability to qualify an issue, troubleshoot and if needed transfer to the appropriate support team for resolution.
  • Interact and liaise with internal and external departments to review and resolve customer concerns.
  • Proactively manage key performance indicators and achieve department target response time for calls, chats, emails, and web-tickets.
  • Achieve Quality Assurance targets.
  • Maintain service levels and adhere to departmental statistics.
  • Work with minimal supervision within departmental defined procedures.
  • Work independently and as part of a team, with changing time constraints.
  • Proactively call out to customers when needed for service-related matters.
  • Participate in special projects and perform other duties as required.

Qualifications:

  • Minimum 2 (two) year customer service experience, preferably in the Call Centre and/or automotive industry is preferred.
  • Pleasant telephone manner; excellent written and verbal communication skills in both French and English
  • Post-secondary education preferred
  • Strong PC skills, knowledge of (MS Office Suite e.g., Word, Excel, PowerPoint etc.)
  • Strong problem solving, decision making and negotiating skills.
  • Ability to handle challenging situations by exhibiting composure and empathy.
  • Ability to multitask, quickly adapt to new information and procedures.
  • Strong analytical and good mechanical/technical aptitude would be a definite asset.
  • Must be flexible to work Canadian holidays.
  • Must be flexible to work remotely.

Markham,

Contact Information

Founded in 1944, Parsons, an engineering, construction, technical, and management services firm with revenues of $2.7 billion in 2011, is 100% owned by the Employee Stock Ownership Trust. We conquer the toughest logistical challenges and deliver design/design-build, program/construction management, and other professional services packaged in innovative alternative delivery methods to federal, regional, and local government agencies, as well as to private industrial customers worldwide. Parsons is a leader in many diversified markets with a focus on transportation, environmental/infrastructure, and defense/security.

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