Customer Service Representative - Smart Vehicle Solutions Contact Centre- Call Center
Parsons
Markham Ontario
Salary: Neg Per Hour
Reporting to the Contact Centre Manager, you will be accountable for:
Handling Program inquiries via telephone calls, emails, web-tickets and chat interactions from the public and Inspections Centre representatives.
Acting as the first point of contact for assistance with policy/program information, equipment ordering and other general inquiries.
Fostering relationships with Inspections Centre representatives.
Handling sensitive and complex issues in a timely and accurate manner.
Demonstrate ability to qualify an issue, troubleshoot and if needed transfer to the appropriate support team for resolution.
Interact and liaise with internal and external departments to review and resolve customer concerns.
Proactively manage key performance indicators and achieve department target response time for calls, chats, emails, and web-tickets.
Achieve Quality Assurance targets.
Maintain service levels and adhere to departmental statistics.
Work with minimal supervision within departmental defined procedures.
Work independently and as part of a team, with changing time constraints.
Proactively call out to customers when needed for service-related matters.
Participate in special projects and perform other duties as required.
Qualifications:
Minimum 2 (two) year customer service experience, preferably in the Call Centre and/or automotive industry is preferred.
Pleasant telephone manner; excellent written and verbal communication skills
Post-secondary education preferred
Strong PC skills, knowledge of (MS Office Suite e.g., Word, Excel, PowerPoint etc.)
Strong problem solving, decision making and negotiating skills.
Ability to handle challenging situations by exhibiting composure and empathy.
Ability to multitask, quickly adapt to new information and procedures.
Strong analytical and good mechanical/technical aptitude would be a definite asset.
Must be flexible to work Canadian holidays.
Hybrid work environment This position is part of our Critical Infrastructure team.
Job Overview
Posted Date: 03 Aug 2025
Location: Markham Ontario
Salary: Neg Per Hour
Company Information
Parsons
Name: Parsons
Web: https://www.parsons.com/