JOB DESCRIPTION – Customer Service Representative

Who We Are:

GardaWorld is a global champion in security services, integrated risk management and cash solutions, employing more than 132,000 highly skilled and dedicated professionals. Driven by a relentless entrepreneurial culture and core values of integrity, vigilance, trust, and respect, GardaWorld offers sophisticated and tailored security and technology solutions through high-touch partnerships and consistently superior service delivery. With a deep understanding that security is critical to conducting business and keeping communities safe, GardaWorld is proud to be the long-standing security partner of choice to some of the most prominent brands, Fortune 500 corporations and governments.

Our mission:

Our mission is simple: To make the world a safer place by protecting our clients’ people, assets, and operations across the globe.

We can achieve this mission only through upholding the highest standards in all the jurisdictions in which we operate. We are a value-driven organization and are proud of our work and our goal-oriented mindset. Our core values of integrity, trust, vigilance, and respect are reflected in everything we do across all our operation.

Integrity. Trust. Vigilance. Respect.

Your Role:

A Customer Service Representative is the voice of the company. It is crucial to ensure that exemplary service is delivered to all internal and external customers. A customer-oriented focus is necessary to preserve long term customer satisfaction. This position requires someone who is highly organized, has excellent communication skills, displays good-judgment, and has experience in a direct selling environment in proactive customer development. You are part of a collaborative team that supports you, your ideas, and your success.

Key Performance Indicators:

• Phone Service Level: 85% of calls answered within 60 seconds
• Call Quality: Quarterly Score of 90%
• Performance %: Quarterly Score of 100%
• Average Handle Time: < 5:00 Minutes
• Podium Review Invitations: 120 Invites/Quarter
• Ticket Closure Rate: 70% closed within 7 days

Job Duties & Responsibilities, include but not limited to:

• Confident and professional responding to customer telephone inquiries by using the tools and resources provided to you.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Exceptional problem-solving skills.
• Able to resolve customer concerns by asking clarifying questions such as determining the cause of the problem; selecting and explaining the best solution; expediting corrections; following up to ensure resolutions.
• Accurate data entry.

• Make recommendations on improvements or changes that may benefit our clients and increase efficiencies.
• Knowing the products inside and out so you can answer questions promptly and with confidence.
• Communicating and coordinating with colleagues, as necessary.
• Willing to take on other projects and duties as assigned.

Skills/Qualifications:

• High school diploma.
• Computer literate.
• Customer Service experience for a minimum of 1 year.
• Collection experience is an asset.
• Technical support experiences an asset.
• Excellent verbal and written communication skills.
• Ability to collaborate well with a team that is multigenerational and multi-level skill sets.
• Sales experience is a plus.
• Experience handling customer escalations.
• On-call work may be required.
• Weekend, evenings, and statutory holiday work may be required.
• Office position.

Division: Corporation Services d’alarmes Garda

Report To: Customer Experience Team Lead & Customer Experience Manager

Status: Fulltime

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