Quality of Customer Service Specialist - Jobs in Vancouver, BC

Job Description

Under the responsibility of the Customer Experience Director, AddEnergie/FLO is seeking a Quality of Customer Service Specialist who will be an asset for the growing Customer Experience team through this newly created position. He or she will be a key player in building and expanding the excellence of the team by ensuring the quality of services given to our B2B and B2C requests meets or exceeds corporate and customer satisfaction expectations. The role will be to ascertain that CX employees and our 24/7 frontline agents are delivering quality services while ensuring transparency and training to ensure continual improvement.The Quality of Customer Service Specialist will interact mostly with employees in the Customer Experience team and the agents representing our 24/7 line. On occasion, there may be opportunities to work in collaboration with other internal departments if the quality of services provided to a customer requires interdepartmental involvement.The focus of the candidate will be to concentrate on ensuring that the Customer Experience team and the 24/7 agents are always providing the best possible services to ensure that AddEnergie/FLO remains a leader in customer satisfaction and NPS. The candidate must be fluent in written English and French, and have the ability to work well with others by creating an environment built on trust and constructive communication.BY JOINING OUR TEAM, YOU WILL:

• Ensure that the Customer Experience team and the frontline agents are excellent brand ambassadors;
• Review samplings of B2B and B2C recordings, live phone conversations or emails to ensure quality of service is being attained and aligned with departmental guidelines;
• Monitor the performance indicators that are linked directly to quality of service from CX or the frontline teams;
• Compile data within the CRM and provide monthly KPIs and/or reports on the quality results and implemented actions;
• Conduct training and development sessions to employees on best practices for attaining quality of service;
• Offer ad hoc guidance to the Customer Experience team and frontline agents when assistance is required;
• Participate in the onboarding of all new Customer Experience employees;
• Work in collaboration with the Knowledgebase and Documentation Specialist to ensure material is readily available to the teams;
• Review with the Customer Experience Director the internal and frontline performance scores, and escalate issues when required;
• Obtain a thorough understanding of our products and services;
• Prepare or participate in writing processes and work instructions;
• Work in collaboration with the corporate Operational Excellence team and the Customer Experience Director for the approval of the documents in accordance with the internal processes;
• Attend meetings with the Customer Experience Department or others as required;
• Participate in other related tasks to this position.

About You:

• Bachelor’s degree in Business, Communications or another pertinent field;
• Five (5) years or more of experience in a similar position;
• Bilingual: English and French (written and spoken);
• High proficiency with the Microsoft Office Suite programs;
• Works well with others no matter what the stress level or the challenge;
• Self-starter while being a team player;
• Highly organized with attention to detail.

Assets:

• Knowledge of Salesforce or another CRM with customer service ticketing;
• Knowledge of call center software and environments;
• Be the happy driver of an electric vehicle!

About UsAddEnergie is a leading North American charging network operator for electric vehicles and a major provider of smart charging software and equipment. Every month, AddEnergie charging stations and its FLO network enable approximately half a million charging events and the transfer of 5.5 GWh in electricity, thanks to 30,000 high-quality stations deployed on public networks, commercial and residential installations. AddEnergie’s headquarters and network operations center are based in Quebec City, and its assembly plant is located in Shawinigan (Quebec). The company also has regional offices in Montreal (Quebec), Mississauga (Ontario), Vancouver (British Columbia) and Rochester (New York).For more information, visit addenergie.com and flo.com.What We Offer

• Diverse and stimulating projects
• Flexible hours
• Full group insurance coverage
• Charging days in addition to vacation time!

*To learn more about AddEnergie and FLO, follow us on LinkedIn!*Job Type: Full-timeQuick Apply

• Terms & Conditions
• New Privacy
• Privacy Center
• Accessibility

For Job Seekers

• Browse Jobs
• Advanced Job Search
• Emplois Quebec

For Employers

• Post a Job

Stay Connected