Customer Service Triage

About the role

In the dynamic environment at Clearbridge, the Customer Service Triage position plays a role in ensuring that customer inquiries and issues are addressed promptly and efficiently. This role involves assessing customer needs, prioritizing requests, and directing them to the appropriate teams for resolution. As a member of our customer service team, you will contribute to enhancing customer satisfaction and loyalty through effective communication and problem-solving skills. Your ability to navigate complex situations and provide timely support will be essential in maintaining Clearbridge's reputation for exceptional service.

Key facts

What you'll do

• Assess incoming customer inquiries through various channels, including phone, email, and chat, to determine the nature and urgency of each request.
• Prioritize customer issues based on severity and impact, ensuring that critical matters are escalated to the appropriate teams without delay.
• Collaborate with cross-functional teams, including technical support, sales, and product management, to facilitate swift resolutions to customer problems.
• Maintain detailed records of customer interactions and resolutions in the customer relationship management (CRM) system to ensure accurate tracking and reporting.
• Provide customers with clear and concise information regarding their inquiries, including estimated resolution times and next steps.
• Identify trends in customer issues and feedback, providing insights to management for potential improvements in products or services.
• Participate in ongoing training and development sessions to enhance your knowledge of Clearbridge's products and services, ensuring you can provide informed support.
• Develop and maintain a comprehensive knowledge base of common customer issues and solutions to streamline the triage process.
• Assist in creating and updating customer service policies and procedures to improve efficiency and customer satisfaction.
• Monitor customer feedback and satisfaction metrics, contributing to initiatives aimed at enhancing the overall customer experience.
• Actively participate in team meetings and contribute ideas for improving customer service processes and team collaboration.
• Support special projects or initiatives as needed, demonstrating flexibility and a willingness to take on new challenges.

Requirements

• A minimum of 2 years of experience in a customer service or support role, preferably in a fast-paced environment.
• Strong verbal and written communication skills, with the ability to convey information clearly and effectively to diverse audiences.
• Proven ability to prioritize tasks and manage time efficiently in a high-pressure environment.
• Experience with customer relationship management (CRM) software and other relevant tools.
• Excellent problem-solving skills, with a proactive approach to identifying and addressing customer needs.
• Ability to work collaboratively within a team and across departments to achieve common goals.
• Strong attention to detail and organizational skills, ensuring accurate documentation and follow-up on customer inquiries.

Nice to have

• Familiarity with the technology or telecommunications industry, providing a contextual understanding of customer needs.
• Experience in a triage or escalation role, with a focus on technical support or customer service.
• Bilingual abilities, particularly in English and French, to better serve a diverse customer base.
• Knowledge of customer service best practices and methodologies, such as the Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT).

Skills & tools

• Proficiency in using CRM systems, such as Salesforce or Zendesk, to manage customer interactions and track issues.
• Familiarity with communication tools like Slack or Microsoft Teams for internal collaboration.
• Basic understanding of technical troubleshooting processes and ability to guide customers through solutions.
• Strong computer skills, including proficiency in Microsoft Office Suite (Word, Excel, Outlook).

Practical notes

• This role is based in Abbotsford, British Columbia, and requires candidates to be eligible to work in Canada.
• The position may involve occasional evening or weekend shifts to accommodate customer needs.
• Candidates should be prepared for a fast-paced environment where adaptability and quick thinking are essential.
• Clearbridge is committed to fostering a diverse and inclusive workplace, encouraging applications from individuals of all backgrounds.

META

Company: Clearbridge

Title: Customer Service Triage

Listed

location: Abbotsford, British Columbia

Job type: Full-time

Apply URL: https://clearbridge.bamboohr.com/careers/61