Client Service Representative, Contract The Client Service Representative is responsible for handling inbound requests (phone/fax/email) from customers (external/internal), vendors, brokers and agents, for active, non-delinquent contracts, and preparation or processing of all paperwork related to these requests, also for participation in team or cross-functional initiatives and other duties as required. The position reports to the Manager and Team Leads of Client Service.
Find out more here about how you can unleash your full potential at DLL
Day to Day This position will participate in the corporate goal of a 24–48 hour response time in order to meet service level expectations and ensure that the highest level of customer service is delivered to all customers.
1. Inbound Calls
Respond to customer questions and inquiries regarding their active contracts, and review and resolve any issues (within guidelines)Interact with Vendors and End Use customersWarm transfer calls as required to other DLL staff membersEnsure turnaround time is met, advise Manager or Team Leads if it is in jeopardyParticipate in department and cross-functional initiatives2. Administrative Functions
Respond to customer or vendor queries regarding active contracts, and resolve cases as related to the inquiryReview contracts and investigate as required to determine scope of more involved issues, in order to take necessary action and prepare required paperwork to resolve or correct customer issuesManage individual caseload a daily basis, following up on open cases; managing SLA's on new casesQuote Buy-outs, Pay-outs*This is a 12-month contract role Measures Respond in customer inquiries and resolve customer issuesEnsure that the team goals are met including 24-48 hour first touch approach and incorporating a first time right approachRespond to customer escalations and communicate solutions appropriatelyAll members enjoy Two working days per year volunteering for a local charity.Health and Wellness program including healthy food, free health checks, fun health & vitality activities.Flexible hours with possibility to work from homeCareer development opportunities: online learning, member development programs.Check this link to an overview of all benefits in your region. Essentials Minimum College diploma in business or administration, or equivalent customer service experienceMinimum of 1-2 years customer service experienceBilingualism (French/English) is a strong assetStrong interpersonal as well as written and verbal communication skillsMust be self-directed, decisive and goal oriented, and comfortable working in an empowered work environment with established goals/expectations and limited step-by-step directionStrong relationship building skills and a team playerStrong organizational and planning skillsStrong aptitude for working with numbers coupled with a basic knowledge of accounting practicesAbility to work in a very fast-paced environmentExperience working in CRM platforms Hours of Work: 8:30 am to 7:00 pm, ability to work shifts within these hours of operation Choose Wellbeing DLL's wellbeing ambition is to educate, equip and empower members to build connections, manage their mental, emotional, physical and financial wellness and maintain balance between work and the other priorities that make up their lives.
Our four wellbeing categories are as follows:
Connection – Build meaningful connections with other DLL membersHealth – Manage mental, emotional and physical healthFinance – Provide learning opportunities to help members achieve personal financial healthLifestyle – Maintain balance between work and life prioritiesThere are things that matter to our members and the wellbeing of our members matters to DLL!
Settling In At DLL, we are many things. We are team members, family members, community member. We are members of society, members of different cultures and nationalities. Members of change. We each have different beliefs, different passions, different viewpoints, talents and interests. We become from different backgrounds, cultures, nationalities and histories.
But for all of our differences, we share one thing in common: each of us are members of DLL.
Our company was founded in the Netherlands. But today we are truly a multinational business. Our unique culture is rooted in higher collaboration, less hierarchy and a honest directness that enable us to integrate, ideate and innovate across country lines.
Many companies say they are European, American, Asian or Australian, at DLL we are all these places and more.
We are a cross-culture collaborative – an interconnected network – that comes together every single day with one goal in mind: Partnering for a better world. Good to Know Desired Primary Work Location: Burlington, ON
Applicable pay range: $42,915.65 - $64,373.46
DLL is considering candidates in numerous locations. The pay estimate displayed represents the typical pay range for candidates hired for this position in the desired primary work location. Pay may be adjusted outside the projected range based on geographical differentiation as well as for any other lawful reason. Additional factors that may be used to determine your actual pay include your specific skills, years of relevant experience you possess, and other work-related qualifications. Many candidates may start in the bottom half of the applicable pay range, especially those with less experience or qualification.
This position is subject to the terms of DLL's compensation plans and policies. Further, the position includes all other benefits provided to DLL employees, including healthcare benefits, pension plan, vacation, sick leave, parental leave, possible discretionary bonuses, and all other benefits that are subject to eligibility.
Deadline for application: April 30,2024 (Due to high volume of applications this requisition may close prior to posted close date)The selection process may involve an assessment.Applications via email will not be reviewed. Please apply online via our career websiteDLL's referral program applies#LI-APRILFor more information, please contact our Talent acquisition partner April Kim via DLL appreciates the time you spend applying to our openings. We advise only those who qualify for an interview will be contacted. Hiring subject to successful completion of a background check.
DLL is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If contacted for an employment opportunity, please advise Human Resources if you require accommodation in accordance with our values and all applicable legislation.
