Are you customer oriented and looking to learn and develop in a lasting career in modern customer service? Do you want to be part of a team that collaborates in an open-concept environment to provide exceptional service for our clientele?
Do you want to have a say on how to improve the customer experience, policies and procedures? If yes, Fairstone has built a new take on customer service teams and is looking for passionate workers such as yourself.
What do we have to offer :
- An opportunity to build customer service skills
- A great work environment located in the heart of downtown and easily accessible by public transit
- Paid training
- 3 weeks paid vacation
- Competitive base salary
- A comprehensive benefit programs
- Employee discounts
- Employee engagement activities
- Learning and development platform available
Your work life :
- Full time 37.5 hours a week
- Monday to Friday 8 : 00am to 11 : 00pm department hours
- Saturday 8 : 00am to 9 : 00pm department hours
- Sunday 10 : 00am to 9 : 00pm department hours
- Open space office environment with up-to-date technology
- Non-traditional service model where team work and entrepreneurial spirit is encouraged
- The customer is both the end customer as well as retail store employees
- Work from home possibility
What will you be doing :
- Provide prompt, courteous and efficient service that exceeds customer expectations
- Respond to service inquiries from customers and retailers in a full-service environment, to resolve simple to moderately complex issues
- Speak with customers via inbound chat, e-mail and phone
- Serve as the first contact for customers seeking support on personal devices like phones and tablets enabling Fairstone products
- Make appropriate monetary and non-monetary adjustments to accounts as needed
- Review and evaluate credit applications within our custom lending criteria
- Evaluate customer credit bureaus, and maintain a prompt turnaround on credit decisions
- Explain financing terms and respond to general dealer inquiries
- Anticipate customer needs in order to promote various products through cross-selling / value-add opportunities.
- Identify and suggest possible improvements on procedures, this is highly encouraged
- First contact resolution is a priority, working with teammates to solve the callers request the first time they contact us.
- Escalates non-resolved issues in accordance to escalation procedures
- Maintain a very good understanding of all our Policy and Procedure
- Ability to handle difficult customers independently with limited supervision.
Qualifications :
- Customer service excellence is a must, with a passion for service and ownership of each customer contact
- Experience in customer service, sales or call center environment
- Excellent written and oral communication skills in English and French
- Ability to multi-task and learn quickly in a fast-paced environment while being flexible and adaptable
- Works best in a team environment
- Knowledge of digital technology, such as online applications and personal mobile devices
- Strong analytical and problem-solving skills
- Enjoy demonstrating initiative,
- Consumer credit decisioning and finance industry experience is an asset
- Possesses flexibility of working hours including evenings, weekends and holidays, when required
WE ARE PROUD TO BE : Montreal's Top Employers 2024 by Canada’s Top 100 Employers!
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