Engage with customers through various channels (phone, email, chat, or in person) in a friendly, empathetic, and professional manner to understand their needs and concerns.
Collaborate effectively with colleagues, sharing knowledge and insights to provide consistent and exceptional customer service.
Resolve customer inquiries, concerns, or complaints effectively, striving for first-contact resolution.
Maintain a deep understanding of the company's products, services, policies, and procedures to provide accurate information and guidance to customers.
Analyze customer issues and provide creative solutions to meet their needs while adhering to company policies and guidelines.
Accurately document customer interactions, including issues and resolutions, according to Medline’s database and contact center platforms.
Gather and relay customer feedback to relevant departments for continuous improvement of products and services.
Work effectively with intercompany departments to ensure a consistent and high-quality customer experience with smooth customer orders, product flow, shipping issues and/or other inquiries.

High School Diploma or equivalent
Minimum of 2 years of experience in the Customer Service field; Bilingual Contact Center a strong asset
Due to the scope of responsibilities and/or the organizational structure, this position requires advanced language skills in both French and English (Bilingual).
Exceptional phone contact handling and active listening skills with a strong problem resolution background
Strong organizational skills with the ability to multi-task, prioritize and effectively manage priorities while working effectively in a team environment and/or independently
Excellent communication and presentation skills (verbal and written)
Ability to work under pressure in an ever changing, fast-paced and dynamic medical environment
Demonstrates a highly developed sense of integrity and commitment to customer satisfaction
Excellent organizational and time management skills
Able to be self-motivated and directed, to effectively prioritize and execute task in a high pressure environment
Strong proficiency is a MUST with Microsoft Word, and other Office applications, including CRM systems and practices (experience in SAP a strong asset)

Market competitive compensation and benefits plan, including LTD & Insurance
DPSP match program
Annual Employee Appreciation Week
Paid vacation and personal days
Lifeworks® Employee Assistance Program (EAP)
Resources supporting mental, physical, family and financial well-being
Career growth and training programs
Open communication with Senior Leaders
Tailored incentives for eligible employee groups, such as home office reimbursement and Sylvan Learning Centre credit
Employee referral program
Education support programs
Fitness subsidy
Recognition programs
Social activities
And much more…

Customer Service Associate I

Key skills