Customer Service Representative

CPA Ontario is a unique organization that serves both as a regulator and membership body, supporting over 105,000 members and 19,000 students. They are seeking a Customer Service Representative to provide exceptional service to members and students through various communication channels while ensuring accurate information and data tracking.

Responsibilities

• Providing exceptional customer service to members and students by phone, email and online chat interactions
• Delivering accurate and up-to-date information on all CPA Ontario programs, services, fees and status
• Capturing and recording all communication and relevant information and ensuring accurate and timely tracking and reporting of data
• Providing key marketing messages to support student and member program strategies as well as meeting departmental metrics and contributing to overall team results

Skills

• A post-secondary graduate with a degree or diploma in Business or a related discipline
• Experience in a customer service environment and skilled at providing service by telephone and in writing electronically either in a call centre, service operations or other professional setting
• Exceptional at providing superior customer service and able to handle calls and respond to emails in a high-volume environment
• Strong listening with excellent written and communication skills and able to diffuse customers on the phone, troubleshot issues and translate solutions into simple step-by-step instructions
• Proficiency with MS Office applications, email and web browsers
• Ability to work flexible hours between 8:00am and 6:00pm, Monday to Friday
• Prior experience in a contact centre handling inbound calls is strongly preferred
• Prior experience in an admissions, registration and/or membership dues capacity at a post-secondary educational institution, regulatory body or professional associate is an asset
• Prior experience with CRM tools such as Salesforce is an asset

Benefits

• We support your well-being through industry-leading benefits, mental health resources, savings programs, and a sustainable approach to how work gets done.
• We are committed to inclusion as a core part of how we operate, not as an afterthought.
• We have a hybrid working environment, with three days a week on-site, complemented by 2 days of work-from-home time.
• We want those days you work from home to be comfortable and offer a one-time bonus towards a home office when you start.
• We invest in your growth through learning and professional development opportunities, stretch projects, secondments, and genuine paths for career progression.

Company Overview