Intermediate Online Agent - Rapid RTC - Manitoba Customer Contact Association

Intermediate Online Agent - Rapid RTC

RAPID RTC is seeking an experienced and energetic Intermediate Online Agent to join our team. The Intermediate Online Agent provides exemplary customer service to internal and external customers with focus given to the training and quality assurance of the overall eReceptionist team. The Intermediate Online Agent will handle concurrent customer online sessions to assist with answering questions, improving customer satisfaction, and ultimately increasing internet conversions.

 This position involves…

  • Serve as a subject matter expert for RAPID RTC Chat
  • Understand the tools and processes which impact the Online Agent team
  • Facilitate the training of new team members
  • Assist with shift exchanges, leave management, sick day requests
  • Act as shift supervisor as required
  • Support of the QA process; review co-worker’s chats and provide feedback on areas for improvement
  • Be first point of escalation for team; escalate to other teams as required
  • Suggest process improvements to scripts and the chat tool
  • Update shared team documents as required
  • Provide on-call support
  • Performing other duties and responsibilities as assigned

 Our ideal candidate…

  • Prior contact center experience preferred; passion to provide excellent customer service
  • Ability to make sound decisions in a manner consistent with the essential job responsibilities
  • Typing, minimum of 45 wpm
  • Excellent punctuality and reliability; leadership by example
  • Strong organizational and multi-tasking skills
  • High level of professionalism and ability to adapt to change
  • Excellent communication skills, both written and verbal
  • Proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and other technical tools
  • Proficient in the English language. Bilingual (French/Norwegian) a plus
  • Education equivalent to a High School diploma/GED or the equivalent in related work experience
  • Must have the ability to work a flexible work schedule (including nights, weekends and holidays)
  • Location: Winnipeg, Manitoba

 RAPID RTC offers a competitive compensation package including benefits, and a fun yet challenging work environment. We promote continuous improvement in our staff, processes, technological skills, and foster career growth throughout.

If you are ready for the challenge, please apply below or forward your resume to hr@rapidrtc.com.

Apply

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