Client Solutions Representative, CUSOURCE Credit Union Knowledge Network

Job details

Location:	Toronto, Ontario
Posting Date:	February 20, 2014
Closing Date:	until filled
Web Site:	www.cusource.ca
Employment Type:	Full-time / Permanent

CUSOURCE Credit Union Knowledge Network (CUSOURCE Knowledge Network) is the national learning company for the Canadian credit union system. CUSOURCE Knowledge Network provides access to a variety of learning vehicles, both online and in the classroom.  Currently CUSOURCE Knowledge Network is looking for a Client Solutions Representative to join their team.
Purpose of this Position:

The Client Solutions Representative (CSR) is responsible for all activities dedicated to the support and service of CUSOURCE clients. Reporting to the Team Lead, Client Solutions, this CSR role will be responsible for assisting learners with training registrations and Learning Management System (LMS) navigation and support.  Additionally, this position will be providing clients with expert and proactive product knowledge, and identifying additional opportunities to strengthen client relationships for CUSOURCE. The incumbent will be expected to provide exceptional customer service when interacting with clients to ensure satisfaction and retention.

Responsibilities:

• Respond to course information enquiries and requests via email and / or telephone.
•  Provide support for client enquiries regarding LMS navigation and functionality.
• Resolve and prevent issues or complaints impacting service quality and service delivery objectives.
• Strengthen existing client relationships by delivering superior service on a consistent basis.
• Demonstrate "active listening" for CUSOURCE training and cross-selling opportunities.
• Handle and escalate client concerns when appropriate, and strive to rectify problems to the client's satisfaction at all times.
• Enter comprehensive information into the Customer Relationship Management (CRM) and Learning Management Systems.
• Flexibility to work within the department hours of 8:30am to 7:30pm.
• Perform other duties as required.

Preferred Qualifications:

• College diploma or equivalent work experience in a related field or discipline.
• Minimum 1 or 2 years experience in a customer service role.
• Strong customer service focus is essential.
• Excellent written and verbal communication skills with a professional approach.
• Must be proficient in the use of Microsoft Office suite of products; experience with CRM systems an asset.
• Personable team player with a commitment to continually providing client service excellence.
• Exceptionally strong organizational skills.
• High degree of accuracy and attention to detail with the ability to meet crucial deadlines.
• Ability to maintain confidentiality on sensitive material.
• Credit union and contact centre experience is an asset.

If this description sounds like you, and you would like to be part of our dynamic organization, please email your resume to: careers@cusource.ca

Please quote:  "Client Solutions Representative" in the subject line.
We thank all applicants however only those selected for an interview will be contacted