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

• Minimum of 2 years of experience in a call center or customer service environment.<br>• Proficiency in using customer service software, CRM systems, and other relevant tools.<br>• Strong communication skills, both verbal and written, with an ability to convey information clearly.<br>• Demonstrated ability to handle sensitive information with discretion and accuracy.<br>• Experience with financial services software, such as ADP, is an asset.<br>• Familiarity with Avaya CMS or other call center management systems is preferred.<br>• Ability to multitask and prioritize effectively in a fast-paced environment.<br>• A commitment to delivering excellent customer service and resolving issues promptly.

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