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Caliber Planning Inc.

Calgary, Alberta (Canada)

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Company Description:

Founded in 1996, Caliber Planning is a privately held company that provides emergency management solution and protection services to industry and public sector clients throughout Canada and the northern United States. Our highly trained staff are experienced in emergency management, security and planning.

JOB DESCRIPTION:

As part of our services, Caliber offers 24/7 emergency and toll free line monitoring by fully trained agents. We are always in search of highly motivated individuals to join our team. Caliber Planning Inc. is currently seeking applicants to fill in future vacancies as Call Center Agents. The successful applicant will provide specifically designed services dependent on the client’s need.

MAIN DUTIES AND RESPONSIBILITIES:

•    Handle in-bound and out-bound calls in an urgent but professional manner
•    Provide monitoring services by answering check-in calls from work-alone clients. Place out-bound calls when check-in calls are missed
•    Provide clients with product and service information
•    Rout calls to appropriate resources
•    Manage and resolve client complaints
•    Document all call information according to standard operating procedure
•    Identify and escalate priority issues
•    Update existing client information
•    Follow up with clients where necessary
•    Produce call reports

Key Requirements:

•    High school diploma, or some post secondary education required
•    Ability to communicate effectively in both verbal and written forms
•    Proficiency in using relevant computer applications (Please specify in resume)
•    1 to 2 years of call center or customer service experience
•    Knowledgeable about customer service principles and practices
•    Good listening and typing skills
•    Detail oriented and able to demonstrate organizational skills
•    Must be able to work independently or in a team environment
•    Ability to resolve client issues with minimal supervision

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