Call Center Specialist

We are looking for an experienced Call Center Specialist to join our team in Ottawa, Ontario. In this long-term contract role, you will play a vital part in supporting callers with inquiries related to a class action lawsuit. Your expertise in managing customer interactions and providing accurate information will be essential to ensuring a seamless experience for all callers.

• Handle inbound calls and provide guidance on claim statuses, form submissions, and other inquiries related to the class action lawsuit.
• Research and locate answers to caller questions using available resources and relay accurate information.
• Collect detailed caller information when an escalation is required, ensuring proper verification of data.
• Maintain a high level of professionalism and empathy while addressing caller concerns.
• Utilize customer service software and CRM tools to document interactions and track resolutions.
• Follow established protocols to ensure compliance with legal and organizational guidelines.
• Collaborate with team members to identify solutions for complex issues and improve service processes.
• Manage multiple tasks efficiently while adhering to deadlines and high-quality standards.
• Contribute to the development of best practices to enhance the overall caller experience.