Bilingual Technical Customer Service Agent addressing healthcare supplier inquiries at TELUS. Involves handling data entry, client communication, and problem - solving for supplier registration.
About the role
- Lead Customer Service Representative organizing and monitoring activities to address customer concerns. Join Matthews International, a leader in memorialization, with over 175 years of success.
Responsibilities
- Recommends corrective solution to address customer concerns.
- Answers questions about service.
- Keys information into computer to compile work volume statistics for accounting purposes and keep records of customer service requests and concerns.
- Supports and assists in enforcement and perpetuation of our policies and procedures for customer satisfaction.
- Reviews and provides monthly performance for each Customer Service Specialist, monitors and charts information.
- Determines work procedures, prepares work schedules, and expedites workflow.
- Assists in the selection and development of capable individuals for effective and efficient service.
- Provides training to existing employees as well as onboard new employees.
- Studies and standardizes procedures to improve efficiency of subordinates.
- Provides leadership, direction and encouragement to the team.
- Encourages team work within the department, and maintains harmony among workers.
- Develops and monitors standards of performance.
- Prepares composite reports from individual reports of the team.
- Keeps records of work hours, vacation hours and monitors department attendance.
- Additional duties as assigned.
Requirements
- Bachelor’s Degree in Business or related field
- 4+ years of previous Customer Service experience; or equivalent combination of education and experience
- Occasional travel either locally, nationally, and/or internationally may be required.
- High degree of proficiency in MS Office Suite, Outlook & Internet applications.
- Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills.
- Strong verbal and written communication skills (including analysis, interpretation, & reasoning).
- Solid understanding and application of mathematical concepts.
- Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients.
- Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
- Ability to work with and influence peers and management.
- Self-motivated with critical attention to detail, deadlines and reporting.
- Ability to work overtime as necessary.
Benefits
- Job Stability: We’ve been around for 175 years — and we’re still growing.
- Career Growth: We believe in promoting from within.
- Respectful Culture: You’re not just a number — you're part of the team.
- Medical, Dental & Vision: Enjoy peace of mind with our comprehensive benefits package, including an employer HSA (Health Savings Account) contribution.
- Earned Time Off: Recharge and rejuvenate with earned time off to spend on your terms.
- Paid Holidays: Celebrate special moments and create lasting memories with paid holidays.
- Financial Perks: 401(k) program with company match as well as an Employee Stock Purchase Program.
- Education Perks: We believe in your continued growth and offer educational assistance to support your professional development.
- Dependent Scholarship Opportunities: We care about your family's future, which is why we provide opportunities for your dependents to pursue their educational dreams.
Job title
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