If you are looking to join one of Canada’s fastest growing companies, goeasy Ltd. is the place for you! Recognized as one of North America’s Most Engaged Workplaces, we want the best and brightest to join our team. We are a publicly traded company on the TSX with over 4000% shareholder return since 2001, goeasy operates two main business units. easyfinancial is our consumer lending business that offers secured and unsecured installment loans of up to $75,000 and easyhome is Canada’s largest merchandise lease-to-own company. It is our mission to provide everyday Canadians the chance for a better tomorrow, today by giving them access to the credit they need and by offering them a second chance when they have been turned down by banks and traditional lenders. With a retail network of nearly 400 locations across Canada and over 1900 employees, we are able to build lasting relationships with our customers as we help them rebuild their credit and graduate towards prime rates and a brighter financial future.
goeasy is seeking a highly motivated Customer Resolution Specialist to join the rapidly growing goeasy team located in our Mississauga Call Center. The incumbent will be the point of contact for any escalation calls from our customers and will be required to resolve these matters in a timely fashion while mantaining a positive customer service experience.
As Customer Resolution Specialist, you will:
Create superior customer experiences by engaging, listening and understanding the needs of potential customers and matching their needs to our lending solutions; demonstrating compassion and empathy toward customers in hearing their story and meeting their needs
Write complaint investigations on easyfinancial and easyhome products and services
Support coordination of root cause investigations in conjunction with our retail branches and call center operations
Identifying complaint patterns and interacting with appropriate departments to proactively address recurring issues
Help manage, monitor and respond to technical support and customer complaints
Support Better Business Bureau activities relating to investigational outcomes such as drafting responses and conducting a review of complaints
What you need to work with us:
1-2 years of experience in a call center or handling escalated issues
Proficient with PCs, Microsoft office, strong keyboarding skills
Ability to multi-task, adapt to change in a fast-paced environment and to work independently (self-motivated)
Be empathetic, compassionate and operate with integrity – really care for customers!
Demonstrate extremely strong communication skills
Must maintain composure and positivity in challenging situations
Must possess excellent problem solving and critical thinking skills
Must be able to communicate concisely with clients and associates
