Be Part of the Future of Marketing Promotions – seeking a Quality Associate for YA’s growing Chatham-Kent Contact Center

YA, the industry market leader in delivering flawless omni-channel marketing promotions for the nation’s most respected brands, is expanding its Chatham-Kent, Ontario, Contact Center as a result of the company’s continued and rapid growth.

Our goal is to hire the most talented people in our industry. We understand that to be an employer of choice, we have to offer a strong company culture; competitive pay and benefits; and an energizing space in which to work. We are making our facility in Chatham-Kent a workplace destination for the best and the brightest. Join YA today!

Position Purpose:
Responds to escalated consumer/client inquiries by researching and taking appropriate action to reach resolution in a manner that assures consumer and client satisfaction. This is done to assist in the development of strategic client partnerships, mutually profitable management, and client and customer satisfaction.

Primary Duties and Responsibilities:

Responds to escalated consumer inquiries. Records information in system database and resolves issues in accordance with client guidelines.
Must be able to successfully complete the training and the skills verification in three or more basic call work situations and two or more escalated call work situations.
Able to work on special projects as assigned.
Continuously seeks to improve work processes and performance. Look for ways to be involved in department, company programs and committees. Openly communicate the work issues through the proper channels.
Strives for excellent customer service and adheres to all quality issues within the department. Identifies and reports quality issues.
Updates job knowledge by participating in educational opportunities related to the position, departmental and organization’s objectives.

Qualifications:

High school diploma and work experience in customer service
Work experience in a call center would be an asset
Data entry skills, ability to key 40 wpm
Able to complete successful background check
Demonstrated ability to handle complex and out of norm customer inquiries
Proficient in use of CCN and Helios systems and is able to work through most issues independently
Able to operate various office equipment such as but not limited to telephone, PC, copiers, fax, printers, calculator
Good verbal and written communication skills
Have attention to detail and the ability to multi-task
Physical and mental job requirements:
Able to sit at a workstation using the telephone and keying for up to 7 hours per day
Skilled to handle challenging situations (i.e. deadlines and complex customer inquiries)
Have good finger dexterity, have good vision, listening and communication skills
Must be able to read, write do basic math, draw conclusions from written or computer generated materials, analyze data or report information,
Ability to work in a fast-paced, collaborative and team oriented work environment
Must be punctual and have good attendance in accordance with company policies
Must be able to follow supervisors, and follow both verbal and written instructions
Bilingual (i.e. in Spanish or French) is an asset but not required
Workplace Environment:

Employees are able to move freely during their shift, standing, sitting, basic exercises at their station.
Ergonomic work stations
* About YA For more than 40 years, YA has been a leader in the promotional marketing services space. We deliver flawless digital, social, mobile and traditional promotions such as rebates/rewards, enter to win and loyalty programs for the nation’s most respected brands. Our end-to-end management of 3,500+ promotions that reach tens of millions of consumers annually makes us experts at turning even first-time customers into loyal brand advocates.

For more information, visit: www.yaengage.com.

Apply on line at HR.CK@yaengage.com or submit your resume at 730 Richmond Street in Chatham.
Please send resumes to: HR.CK@yaengage.com

We thank all interested candidates, however, only those under consideration will be contacted.

YA Canada is committed to creating a diverse environment and is proud to be an equal opportunity employer. Upon request, YA Canada will provide reasonable accommodation for disabilities to support participation of candidates in all aspects of the recruitment process.

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