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Customer Service Representative

The opportunity

CPA Ontario is currently in search of Customer Service Representatives for their inbound, non-sales call centre environment. We are looking for individuals who want to be part of a team fostering a positive customer experience - a Customer Service Representative who can be responsible for providing members, prospects and students with solutions that meet their specific needs. Working out of our York Street location, this is a 6-month contract opportunity with the possibility of extension.

Who you are

You are seeking a chance to grow your skills in customer service support while maintaining a positive work-life balance. You want to move away from a targeted sales environment and move into a client service role within a regulated environment which is driven by professionalism and integrity, with an emphasis on problem resolution and delivering an exceptional client experience.

What’s in it for you

This is an exciting opportunity to join a dynamic team and to expand your hands-on skills and knowledge, and gain exposure to different tools while assisting customers in an environment where they come first.

If you are passionate about driving an exceptional client experience, committed to going above and beyond and you thrive in a professional environment, this could be the role for you.

What you will do:

  • Deliver accurate and up-to-date information on CPA Ontario programs, services, fees, and status.
  • Provide key marketing messages to support student/member program strategies.
  • Capture and record all communication and relevant information with applicants and ensure accurate and timely tracking and reporting of data.
  • Provide feedback to the relevant departments, as well as the contact centre.
  • Share any apparent trends in applicant questions, responses, challenges, concerns, etc., with the manager.
  • Recommend new processes and procedures that streamline the flow of information.
  • Consistently meet departmental metrics and contribute to overall team results.
  • Provide exceptional customer service by phone or email.
  • Assist with compilation and analysis of departmental reporting and monitoring of queue volume.

So, how do we know you are the new Customer Service Representative for us? You have:

  • The education and experience. You have a Bachelor's degree or diploma and 3+ years’ in a contact call centre handling inbound calls and responding to emails in a structured environment. Experience in Admission, Registration or Membership at a regulatory body, or professional association is an asset.
  • The exceptional customer service skills. You treat every customer as a lifelong client - with respect, patience, and appreciation. You know how to diffuse customers on the phone; troubleshoot issues and translate solutions into simple step-by-step instructions.
  • The technical skills. You are proficient in MS Office, email and web research. You can quickly learn new CRM tools. Hands-on exposure to Salesforce is beneficial.
  • The drive and attention to detail. You can work independently; you are organized and analytical.
  • The flexibility. You are available to work shifts between the hours of 7:30 am - 6 pm Monday to Friday.

About the Chartered Professional Accountants of Ontario

CPA Ontario protects the public interest by ensuring its members meet the highest standards of integrity and expertise. CPA Ontario serves and supports its more than 89,000 members and 19,000 students in their qualification and professional development in a wide range of senior positions in public accounting, business, finance, government, not-for-profits, and academe. Chartered Professional Accountants are valued by organizations of all types and sizes for their financial expertise, strategic thinking, business insight, management skills, and leadership. For information on the CPA profession, visit cpaontario.ca.

To express your interest in this opportunity, apply here.

CPA Ontario is an inclusive employer. Accommodation is available under the Ontario Human Rights Code. If you require a disability-related accommodation to participate in the recruitment process, please email accessibility@cpaontario.ca with “Accommodation Required” in the subject line to provide your contact information.

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