Senior Customer Service Representative – Broadband in Calgary, Alberta

As a Senior Customer Service Representative in the broadband industry you will respond to customer inquiries by telephone, e-mail, or walk-ins to provide inquiry and/or problem resolution. You will resolve complex or unusual requests and problems that may require a customized response and communicate solution or requested information to the customer. You will analyze a customer’s service needs and refer to other service or technical departments for follow up or additional information as needed. You will provide updates to other internal teams on customer needs and factors that contribute to customer satisfaction. You may be assigned to support products that are more complex or critical.

Responsibilities:

• Build and maintain business relationship with customers by providing prompt and accurate service to promote customer loyalty.

• Support customer base by answering questions and concerns, as well as handling customer account inquiries and complaints which are escalated from other departments.

• Mentor and give direction to team members and provide training on best practices.

• Process payments for cash account customers.

• Research and resolve customer problems, acting as the customer liaison between other departments when necessary.

• Back-up support to sales counter with walk in and telephone inquiries.

Qualifications:

• High School Degree or Equivalent required; College Diploma (Canada) preferred

• 5+ years of relevant experience

• Strong time management skills required, including ability to prioritize customer issues and resolve with positive outcomes

• Solid interpersonal skills that allow one to work effectively in a diverse working environment

• Able to effectively communicate both verbally and in writing

• Able to work well under pressure

• Strong attention to detail

• Able to handle customers sensitively, tactfully, diplomatically, and professionally at all times

• Proficient computer skills including familiarity with MS Word, Excel, and e-mail

Wesco International, Inc., including its subsidiaries and affiliates (“Wesco”) provides equal employment opportunities to all employees and applicants for employment. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law. US applicants only, we are an Equal Opportunity and Affirmative Action Employer.

Los Angeles Unincorporated County Candidates Only : Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.

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