Call Center

Job Responsibilities : Customer Experience Representative

Salary : n

Company : Grainger Canada

Location : Remote

Duties & Responsibilities:

  • Demonstrated specific product or industry expertise
  • Has a deep knowledge of specific industry information or nuances
  • Expertise with a specific customer group
  • Comprehensive knowledge and understanding of Grainger products and services
  • Independent decision making
  • Must be able to navigate and interact with business partners as needed
  • Proactively participate in root cause problem solving
  • Coordination and resolution of all customer requests, to the customers’ satisfaction
  • Research and analyze information, to resolve inquiries and complex problems
  • Proficient in specific particular non routine tasks/ skills and or systems
  • Issue orders and update customer profiles in different tools as required
  • Maintain communication with customers and partners to inform them of the status of their request through to completion
  • Take accountability and own the customer issue, eliminating call transfers and hand offs to other departments
  • Provides direction and guidance to less experienced team members via peer coaching
  • Recognizes and recommends areas needing improving

 Skill & Experience:

  • High school diploma or equivalent
  • Self- starter/ motivator that demonstrates strong work ethic
  • Reliable and agile
  • Strong communication and problem solving skills
  • Demonstrated ability to be resourceful and can work both autonomously or in a group setting
  • Confident and independent
  • Proficient typing, data entry and multi-tasking skills
  • Technical proficiency with experience in relevant computer applications and contact center systems
  • Knowledge of Microsoft Office Suite and background in enterprise systems (ie: SAP, Oracle, Salesforce.com, Sharepoint etc)

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