Service Representative Telephony Jobs

Job Requisition Id: 172072

Business Function: Customer Experience

Primary City: Fredericton

Other Location(s):Opportunity for [partial] remote work available

Province: New Brunswick

Employment Type: Full-Time

Employment Status: Permanent

Language Requirement: Bilingual Imperative (BBCC)

Employee Class and Level: SL 03

Working Hours: 40 hours per week

Number of Vacancies: 2

Salary: $69,981 annual starting rate

Job Closing Date (MM/DD/YYYY): 08/20/2023

All qualified candidates will be considered however preference will be given to Indigenous people (First Nations, Metis or Inuit) or persons with a disability. This is a special measure employment equity initiative and candidates from this group who wish to qualify for preferential consideration must self-identify.

Note: An eligibility list will be created, valid for a 12 month period.

Reporting to the Superintendent, Commercial Service, the Service Representative is an integral member of the Customer Relationship Management team providing after sale service to key account and enterprise commercial customers. The telephony Service Representative responds to calls from the CRM case process, directly from customers, and Mail Operations. Ensures customer concerns and problems are resolved with urgency.

Job Responsibilities

Below are the main job requirements and responsibilities for the Service Representative Telephony.

• Write or modify service proposals, and inform Mail Operations and all stakeholders of the signed agreements and any proposed changes.
• Educate and inform commercial customers, including developing presentations, on existing and new products and Mail Operations processes including mail preparation, containerization, packaging and scheduling.
• Plan, develop and prioritize customer calls as well as follow-up calls to discuss new products with the customer and to ensure they are satisfied with the product or service offering.
• Analyze and resolve client problems with key account and enterprise customers via the telephone and forward problems requiring further analysis to a deployed Service Representative.

Job Responsibilities (continued)

• Contribute to the team sales target and CVI target by identifying potential sales opportunities and referring the lead to the sales team.
• Participate in the implementation of corporate initiatives at the divisional level, assume accountability for the achievement of specific goals based on these initiatives, and call customers to explain any anticipated changes.
• Keep up-to-date with basic selling skills and key competitors’ products and services.
• Maintain an in-depth knowledge of Canada Post products, networks and transportation, the National Distribution Guide, and Canada Post Operating Systems and processes including business and financial concepts.

Qualifications

Education

• Post-Secondary Degree/Diploma (Equivalent experience may be accepted in lieu of a Post-Secondary Degree/Diploma)

Experience

• Working knowledge of Microsoft Office (i.e. understand the major features of each software application)
• Minimum 2 years’ experience working in commercial customer service or commercial sales in a call centre environment

Other Candidate Requirements

• Not Applicable

Assets

• Not Applicable

Other Information

Safety Sensitive Positions

This position may be considered a Safety Sensitive position.

Employment Equity

Canada Post will represent Canada’s diversity and provide a safe and welcoming workplace that embraces and celebrates our differences. We are committed to employment equity and encourage applications from women, Indigenous People, persons with disabilities and visible minorities.

Disability is defined as a persistent or episodic physical, sensory, or mental health condition and/or functional limitation. Disability includes both visible and hidden conditions and/or limitations that may impact vision, hearing, mobility, flexibility, dexterity, pain, learning, developmental, mental/psychological, and memory.

Conflict of Interest

The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.

Accommodation

Canada Post is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by Canada Post regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.

Important Message

Your application must clearly demonstrate how you meet the requirements as Canada Post cannot make assumptions about your education and experience. We thank all those who apply. Only those selected for further consideration will be contacted.

Leadership Behaviours
Decision Making – A champion of the organization who takes calculated risks and makes prudent, common sense decisions about current issues, future opportunities and resource requirements in a timely, well thought out manner, that aligns with the corporation's best interests.
Accountability – An individual who strives for performance excellence and who holds themselves and direct reports accountable for decisions and actions and for learning from mistakes when intended results are not achieved.
Business Orientation – A proactive individual who understands the competitive nature of the business, and is committed to sustaining the business through excellent customer service and new business opportunities.
Execution – A focused and self-motivated individual who acts with a sense of urgency and delivers on time and within budget, by dealing effectively with challenges and ambiguous situations.
Leading People – A compelling communicator and leader who engages, motivates and inspires others to achieve results and who encourages personal growth and finding better ways of doing things.
Our Values
We value diversity as an essential part of who we are as a company, how we operate and how we see our future. We believe that attracting, developing, and retaining people who reflect the diversity of Canada is essential to our success because this matters to all communities and customers we serve.
Canada Post’s corporate values reflect the principles, beliefs and aspirations that guide our behaviour and shape our culture.
Safety – We are committed to a safe and healthy environment for all our stakeholders.
Customer – We serve Canadians with pride and passion.
Respect – We treat each other with fairness and respect.
Integrity – We act responsibly and with integrity.
Transformation – We will innovate and transform to win in the marketplace.