Shred-it Client Care Associate (Full-Time Permanent) 1 1 1 in Oakville, Ontario

_Client Care Associate – National Accounts_

SUMMARY

Reporting to the Team Lead, the Client Care Associate (CCA) is responsible for the day to day interaction / management of both internal and external clients for Mid-Market and National Accounts. Ensure customer satisfaction through the coordination of customer master maintenance. Provide customer service excellence while managing routine customer inquiries, service requests, and complaints in a timely manner.

RESPONSIBILITIES

  • Actions or re-directs accordingly all internal and external client communications (acknowledgment within a 4 hour time frame)

  • Standard Service Requests are communicated to the branch within 2 hours of receipt and follow up to ensure scheduling within 24 hours. Advise the customer of service date within 2 hours of receipt

  • Expedited Service Request are communicated to the branch within 1 hour of receipt and follow up to ensure scheduling within 24 hours. Advise the customer of service date within 1 hour of receipt

  • Adhere to National Account timeframes, policies, and procedures regarding rollouts, new locations, rollouts, pricing, etc.

  • Assist in the rollout process for new and existing client roll-outs: all detail, responsibilities, and follow ups

  • Monitor and manage both new and updated contractual pricing requirements

  • Ensure departmental quality standards are met

  • Proactive in finding new methods or procedures to improve existing Client Care functions

  • Acts as the initial point of contact to help resolve customer set up or pricing related issues as identified by the internal or external client

  • Participates in the Continuous Improvement process

  • Other projects and duties as required

REQUIREMENTS

  • Must have university/college education or equivalent experience

  • Minimum 3 years in a customer service business to business capacity

  • Proficient in MS Office products including Word, Excel, Access and Power Point

  • Proficient with computer systems and utilizing Shred-it’s computer system (SAP) to maintain a current

database of accounts

  • Able to read, analyze and interpret client contracts, requests for proposals, contract forms, and

other documents related to contract administration

  • Excellent business communication skills required

  • Excellent follow-up skills are essential for timely, consistent follow-up with outstanding

accounts

  • Must be accountable and be able to work with minimal supervision

  • Excellent customer service skills

  • Project management skills

  • Detail oriented

  • Temperament to work in a multi-task, fast-paced, deadline oriented environment, with a proven

record of success

  • Ability to work with minimal supervision

  • Self-Learner

BACKGROUND CHECK

  • Successful completion of comprehensive background check at time of application and

throughout employment

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