Customer Service Representative

Job Description


Positions Based in Fredericton, NB

Accenture is growing! Did you know that we are hiring Customer Service Associates to work on behalf of an Utilities Client.

We're looking for motivated individuals who enjoy a challenge! You don't need to be an expert to apply. Accenture provides extensive training & industry expertise to develop our employees into trusted advisors!

* We temporarily shifted this position to a virtual environment, until our offices re-open.* Equipment provided

What sets us apart from other employers?

  • We offer a $16.25 per hour starting wage and a $1000 signing bonus!

  • We offer permanent status with a comprehensive total rewards package after 6 to 12 months of strong performance.

  • Accenture has also been ranked a Canada Top Employer for 11 consecutive years.

    What can you expect from us?

    Here are a few benefits you can expect when working with a rock star team at Accenture:

  • New competitive hourly rate ($16.25 base to start)

  • NOC Code: 6552

  • $4 hourly language premium for handling bilingual (English and French) customer inquiries via email, webchat and/or calls. The language premium program is market driven and Accenture may amend, change, alter or discontinue this program at any time as market conditions warrant. To be eligible for the language premium, skilled individuals need to receive a passing score upon completing the standardized Accenture language testing and must be successfully staffed in the French queues.

  • Shift premiums for evening shifts, 7 days a week.

  • Sign-on bonus of $1000

  • We offer permanent status with a comprehensive total rewards package (benefits, RRSP plan, and more!) after 6 to 12 months of strong performance.

  • Full-time positions scheduled between 35 and 44 hours per week. T ypically shifts are not lowered below 35 hours per week unless on a voluntary basis.

  • Flexibility to select your assigned schedule every month based on your performance.

  • Annual merit increases based on performance.

  • Recognition for individual efforts.

  • Spacious work stations with updated technology platforms and equipment.

  • Supportive environment to assist with individual success.

  • Opportunities for continued self-development with access to extension online courses.

  • Professional development attending comprehensive paid training from 2 to 8+ weeks upon hire.

  • Extensive post-training coaching and support for up to 3 months.

  • A sense of community! We pride ourselves on our inclusive, open, and engaging work environment.

  • Opportunity to give back to the community supporting local causes and volunteer efforts.

Job Description

Customer Service Delivery professionals include the management of customer interactions to increase customer satisfaction and improve service quality.

The incumbent is primarily responsible for providing Customer Care solutions according to the Service Level Agreements and the Company quality and quantitative standards, by ensuring that the complex of Customer care needs are resolved in a timely fashion.

What would your day-to-day look like?

You can work with purpose daily experiencing the following:

  • The Agent provides functional support for the resolution of customer problems, requests and queries. Primary responsibilities are focused on customer contact or transaction processing.

  • Sense of achievement providing excellent customer service and technical support in an inbound customer contact environment.

  • Fulfilling work satisfying customer expectations in a way that also complies with best practices

  • Demonstrating empathy to customer's concerns through multiple channels which may include email, webchat and telephony.

  • Maintaining high customer satisfaction ratings and service level agreements.

Business Process Delivery professionals execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement.

Basic Qualifications

  • 1 year of experience in Customer Service

  • High School Diploma or equivalent

  • Intermediate communication skills

  • Good Customer Service skills with knowledge of computer skills.

    Professional Skill Requirements

  • Follow up on incidents with customer to ensure customer satisfaction

  • Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement

  • May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead.

  • May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction

  • May take accountability for effectively handling senior level escalations or customer complaints received via various sources

  • Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation

  • Performs customer request/problem identification and follows defined procedures to resolve correctly.

  • Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention

  • Develops and maintains knowledge of customer and customer specific business environment

  • Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements

  • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training

  • Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings

  • Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures

  • May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement

  • May be assigned to other tasks as required by Agile


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