Customer Service Representative (Administrative)

Customer Service Representative

As a CSR/Call Coordinator, this professional will be a customer service representative and the first point of contact for our clients seeking assistance with software products. Their primary responsibility will be to efficiently coordinate incoming support calls and ensure timely resolution of customer inquiries. They will be part of the ResourceMate team and work closely with the team in providing exceptional customer service. They'll be responsible for investigating and resolving customer billing queries, processing payments, and working with order processing and day to day general queries.

This position is budgeted for a starting pay rate of $16.00 to $19.00/hour CAD based on experience.

What your impact will be:

• Handle incoming calls from designated toll-free numbers and manage the related support tickets.
• Assist with Accounts Receivable by collecting customer details (name, email) for overdue accounts, contributing to the collections process by tracking responses and identifying non-respondents.
• Respond promptly to customer inquiries and requests for account updates across various communication channels.
• Process customer orders submitted via online platforms or email, and coordinate with third-party suppliers to manage label and scanner orders as needed.
• Monitor the Team Support ticket system, addressing general customer questions or issues.
• Process and apply customer payments to their accounts.
• Manage the general email inbox, providing timely responses to customer queries.

What we are looking for:
- Experience in customer support or a related field.
- Excellent communication and interpersonal skills.
- Proven organizational and multitasking abilities.
- Problem-solving skills and the ability to remain calm under pressure.
- Flexibility to work in a dynamic and fast-paced environment.

- Knowledge of Microsoft applications: Word, Excel, Outlook

- Attention to detail and accuracy