Customer Service Representative

First Aid and CPR saves lives.

As Canada’s standard for excellence in first aid and CPR services, St. John Ambulance plays an integral role in our society.

Building on a 900-year tradition, St. John Ambulance offers innovative programs and products ensuring Canadians receive the best quality first aid instruction and caring community service volunteer first responders.

St. John Council for Alberta was established in 1897 and became a registered Charitable Organization in 1996 operating as St. John Ambulance Alberta.

St. John Alberta has 7 Training & Community Service Centres across Alberta with 50 employees, 600 volunteers who provide 28,000 hours of community services and 700 instructors who train 100,000 Albertans each year.

Job Summary

The Customer Service Representative, under the direction of the Training Center Administrative Officer, will primarily be responsible for the effective and professional delivery of customer support. The position required general knowledge of St. John Ambulance Alberta programs, products, and services. This position supports customers by registering students into classes, resolving questions, concerns, and technical issues, as well as handling customer inquiries and complaints.

This position will ensure that customers are satisfied with the issue resolution as well as the resolution process itself. The Customer Service Representative is the front-line staff of the organization and interfaces with the customers while carrying on other duties that facilitate effective customer service.

Accountability - Takes ownership of personal workload

Attention to Detail - Attends to details and pursues quality in the accomplishment of tasks, regardless of the volume of duties encountered.

Change Management - Able to identify, implement, and communicate organizational changes successfully to relevant stakeholders.

Commitment to Health and Safety - Works in compliance with all applicable health and safety legislation and established policies and procedures.

Cooperation - Works with others to prevent conflict and share resources to encourage symbiotic relationships within the organization.

Decision Making - Makes concrete, well-informed and thought-out decisions that support the overall organization. Has the ability to make quick, effective decisions even when data and details are limited.

Organization - Able to create or maintain processes to ensure all relevant information or tools are easily accessible.

Ownership - Takes pride in the work that is accomplished and understands the function of tasks within the larger picture of the organization. Ensures deadlines are met and work is completed properly.

Results Orientation - Able to focus on desired outcomes, and how they are achieved by meeting and or exceeding standards based on past performance, goals, and objectives, as well as the performance and/or achievements of others.

Teamwork - Works cooperatively and effectively with others to reach a common goal. Participates actively in group activities fostering a team environment.

Client/Customer Focus - Provides superior service to both internal and external customers.

Communication - Expresses and transmits information with consistency and clarity.

Professionalism - Demonstrates professional standards of conduct when governing interactions between individuals in a business environment.

Job Duties

Assume responsibility for ensuring corrective actions for customer specifications

Build and maintain ongoing awareness of new products and services

Liaise with the various departments to ensure awareness of the incentives and promotions being offered

Assess customers' needs and resources and recommend the appropriate goods or services

Keep up-to-date records on customer service calls, customer contacts, and details of meetings in a timely manner in the format required

Aid in promoting brand initiatives consistent with corporate business goals and objectives

Answer external and internal phone calls and transfer calls to the appropriate departments

Be continually aware of, and maintain, the highest standards of personal hygiene and dress

Build lasting relationships with customers and suggest new merchandise

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