Reporting to the Customer Service Manager, the Bilingual CSR & Office Administrator is on the front-line to answer incoming customer calls and address and/or direct customer inquiries and concerns for our French and English speaking customers.
This individual will also be responsible for general administrative duties within the organization.
From time to time, this individual will complete other duties as assigned by management, and assist with special projects.
Customer Service Information Management
Manage Canadian and US Customer Service voicemail, checking voicemail each morning, opening calls and placing in ATM Force, handling majority of inquiries but returning customer calls; delegating voicemails, when needs proper escalations to other departments like Service.
Manage generic “Info Email” inbox, following-up by responding to customers or determining the other parties to forward information to based on customer service inquiry, opening a service call in ATM Force, add appropriate information, notify when necessary and dispatch when necessary.
Regularly review and maintain personal Dispatch Q in ATM Force (a queue which holds all calls under a CSR’s name), acting as a to-do list, looking up information and seeing what can be handled without being dispatched to additional departments, like cardholder disputes, and close items in que once they have been completed.
Merchant Customer Support
Primary responder to English and French incoming calls on Canadian and American Merchant phone queues, answering incoming calls to understand nature of inquiry and attempt to resolve by retrieving information in ATM Force and/or liaising with other Customer Service Representatives or Customer Service Manager to get answers.
Open service calls in ATM Force and dispatch to the applicable parties, searching for merchant in ATM Force to determine if already opened or not; opening new service calls, adding all applicable notes and dispatch to Dispatcher in Service Department for furtherance.
Reviewing status of open calls in system and following up where necessary, searching for merchant in ATM Force to determine if already opened or not; reviewing past notes, adding all applicable notes for furtherance, including: merchant update requests to existing open service call and dispatch to Dispatcher for review, merchant payment inquiry or change of information and dispatch to Anti-Money Laundering Officer - Account Specialist or Data Entry Administrator, merchant inquiry when terminal is out of money and dispatch to Currency Management Analysts; or merchant contract consolidation requests and other sales related inquires dispatched to the designated territory Sales Administrator.
Cardholder Customer Support
Primary responder to English and French incoming calls on Canadian and American Cardholder phone queues, answering incoming calls to understand nature of inquiry and attempt to resolve by retrieving information in ATM Force and/or liaising with other Customer Service Representatives or Customer Service Manager to get answers.
Write down cardholder information and review Webmon to investigate issues of pay dispense inaccuracy or stuck cards, verifying transactions, advising the cardholder of information populating in Webmon; reviewing ATM Force if terminal is connected to RMS to review journal entries and return customer’s call to verify; or if cannot confirm this issue, direct cardholder to call their bank to open a network trace for them.
Entering all notes in ATM Force, logging each interaction with cardholder throughout the process.
Conduct full investigation for Walmart cardholder inquiry, requesting journal entries from RMS or have Service Technician provide this onsite; asking Cash Loaders to balance a terminal to see if there is an overage to show money is stuck in the terminal if journal entry is fine; call cardholder if adjustment is granted based on evidence; and/or call cardholder and inform them that there was no evidence to support their claim and recommend they discuss issue with their bank.
3rd Party Loaders Customer Support
Primary responder to English and French incoming calls on Canadian and American 3rd Party Loaders phone queues, answering incoming calls to understand nature of inquiry and attempt to resolve by retrieving information in ATM Force and/or liaising with other Customer Service Representatives or Customer Service Manager to get answers.
Opening service calls in ATM Force and dispatching to the applicable parties, entering terminal ID to find the file in ATM Force; inputting into ATM Force that terminal was loaded with cash or need a Service Technician on site, when not able to fix an issue from initial phone call; change status to either notify or dispatch to Service Department; call Dispatcher or Service Technician or Service Supervisor directly if urgent call to inform them to look at information in ATM Force.
Greeting and signing in guests, open front entrance door for visitors, ensuring anyone who enters the office signs the guest book, informs company personnel that their visitor has arrived, distribute visitor’s badge to guest, and ensure guests sign out and return visitor’s badge at end of visit.
Mail distribution management, reviewing all incoming mail for mail recipient, handing out mail to employees whom mail is addressed to, ask if unsure who mail should be sent to, to ensure proper distribution.
Employee pay stub distribution management, handing out paystubs to all employees who receive a pay stub in Toronto office and mailing pay stubs to employees who receive paystubs in other company office.
Backup support for Toronto office shipping when Warehouse Operative absent, liaising with Purolator to send parts, cheques, terminals, etc.; ensuring proper labels are on all packages and items are stored in designated pickup area for daily shipping.
Manage the Toronto inventory of office supplies to ensure staff have adequate inventory and that office is abiding by budgets; reviewing email requests for office supplies and other items around the office like appliances and food; liasing with National Purchasing Manager to obtain needed items from vendors such as: Staples/Walmart/Uline or going to retailers when necessary, receiving order and verifying all supplies have arrived in delivery, distributing office supplies to office staff, and arrange returns when orders are inaccurate.
Process all French credit card payments, obtaining all necessary credit card information from customer, ensuring accuracy of information; completing PDF form, then providing form to Accounts Receivable.
Manage Customer Service petty cash, storing current money in lock-box and safe, completing form in real-time for approval for expenses purchased, and send to Accounts Payable for cheque reimbursement, as needed.
Participate in monthly customer cheque run distribution; preparing the cheques and statements by packing them in envelopes for mail out and stamping all envelopes; cross-referencing that each physical cheque is on provided the cheque list and liaise with Customer Service Manager or Anti-Money Laundering Officer to inform if cheques missing or if statements have incorrect information for furtherance to Financial Data Analyst.
Send merchants’ reports/statements as required, directing them to ATM Worx to retrieve statement online; or if customer is upset and wants statement urgently, printing out statement and mailing to customer, reviewing Month-End Report from company secured drive to retrieve this information.
Provide Sales Representatives with merchant Month-End Report, reviewing Month-End Report from company secured drive and either emailing to them directly or printing a copy for them to provide insight to contract renewals.
Assist with celebrations, employee engagement initiatives, and other event planning and preparation; liaising with Director of Human Resources and Director of Marketing to make necessary arrangements and order supplies for such events.
Education and Training
· High school diploma/GED
· Post-secondary education, an asset
· Training in communication, soft skill development and Best Practices for dealing with customers, an asset
Experience, Technical Skills, and Key Competencies
· At least 2 years bilingual call centre experience
· At least 2 years administrative experience
· At least 5 years customer service-related experience
· Dispatch experience, an asset
· Fully proficient in Microsoft Office applications, specifically MS Outlook & MS Word
· Fully proficient in English (verbal and written).
· Fully proficient in French (verbal and written).
Key Competencies (Knowledge, Skills, Abilities)
· Knowledge and understanding of best practices for dealing with customers
· Excellent verbal and written communication skills that allow individual to inform, help and clearly advise customers and to effectively liaise with other professionals
· Pays attention to detail.
· Strong time management skills & the ability to work independently
· Calm demeanor and ability to stay focused throughout stressful calls; ability to remain courteous at all times
· Active listening, with the ability to clarify customer needs and anticipate problems and resolutions
· Ability to quickly learn database management systems and navigate complex systems with ease
· Open to learning; a commitment to improve customer service skills on an ongoing basis
· Ability to learn and implement new procedures
Physical Effort = Minimal
Health Risk = Minimal
Sensory Required = Moderate
Mental Stress = Minimal
Business Travel = Minimal
Environment = Minimal
Job Type: Full-time
Salary: $40,000.00 to $42,000.00 /year