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Job Requisition Id: Business Function: Information Technology Primary City: Edmonton Other Location(s): Province: Alberta Employment Type: Full-Time Employment Status: Permanent Language Requirement: English or French Essential (Either/OR) Employee Class and Level: Working Hours: Number of Vacancies: 1 Salary: Job Closing Date (MM/DD/YYYY): All qualified candidates will be considered however preference will be given to Indigenous people (First Nations, Metis or Inuit) or persons with a disability. This is a special measure employment equity initiative and candidates from this group who wish to qualify for preferential consideration must self-identify. Job Description Reporting to the Superintendent, Commercial Services, the Agent, Commercial Services is an integral member of the Customer Care team providing after sale service to commercial customers. The Agent responds to customer concerns and needs by providing effective and timely solutions and delivers professional services while engaging customers. The Agent also provides information on the company''s products or services to support our customers and their growing needs, while at the same time providing valuable operational insights to various internal stakeholder teams. Job Responsibilities Below are the main job requirements and responsibilities for the Service Representative, Commercial: 1. Manages customer expectations with established process documents and/or guides to maintain standards. 2. Collaborates with various stakeholders (Mail Operations, RVU, Collection and Delivery, Transportation, etc.) to bring insights of customers'' business needs, determine where improvements can be realized and resolve customer issues such as but not limited to mail prep, packaging and inductions while keeping customers informed. 3. May participate virtually in meetings or (where necessary and feasible) in face-to-face visits with customers upon request or customer needs to ensure they are satisfied with the product and/or service offering. 4. Places proactive outbound customer calls to: support outbound call campaigns, provide feedback, educate customers of changes, manage incidents or manage customer relationships. 5. Maintains in-depth knowledge of existing products, services, processes, internal systems, end to end supply chain, tools to conduct product qualification and induction requirements to address customer inquiries while promoting the self-serve options on the commercial business applications where applicable. Job Responsibilities (continued) 6. Supports customer-related reports (induction, defect, safety, pickups, monitoring via campaign management toolsetc) to proactively or reactively identify issues, address findings and where appropriate escalate for visibility and/or resolution to the appropriate parties. 7. Respond to inquiries from internal and external customers by analysing the issue, identifying the root cause, escalating and engaging various stakeholder groups in support of resolution while respecting established SLAs and proper documentation of service tickets and follow-up. 8. Collaborates and support business development and growth with such activities as preparing relevant content for Business Reviews led by Sales, identifying sales opportunities, and supporting onboarding activities as may be required. 9. Adheres to a weekly set schedule and meeting predetermined performance metrics. Qualifications Education Post-Secondary Degree/Diploma (Equivalent experience may be accepted in lieu of a Post-Secondary Degree/Diploma) Experience Minimum 2 years'' experience working in commercial customer service or commercial sales in a call center environment Working knowledge of Microsoft Office (i.e., understand the major features of each software application) Other Candidate Requirements Sound business acumen and solid verbal and written communications skills Other Information Safety Sensitive Positions This position may be considered a Safety Sensitive position and has additional requirements under Canada Post''s Substance Use Policy. Employment Equity Canada Post will represent Canada''s diversity and provide a safe and welcoming workplace that embraces and celebrates our differences. We are committed to employment equity and encourage applications from women, Indigenous People, persons with disabilities and visible minorities. Disability is defined as a persistent or episodic physical, sensory, or mental health condition and/or functional limitation. Disability includes both visible and hidden conditions and/or limitations that may impact vision, hearing, mobility, flexibility, dexterity, pain, learning, developmental, mental/psychological, and memory. Conflict of Interest The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative. Accommodation Canada Post is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by Canada Post regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential. Important Message Your application must clearly demonstrate how you meet the requirements as Canada Post cannot make assumptions about your education and experience. We thank all those who apply. Only those selected for further consideration will be contacted. Our signature behaviours Make the call We''re empowered to make decisions, respectfully challenge the status quo, and support others to do the same. Know the destination We understand Canada Post''s strategy and goals and how we contribute to them, and we move forward with open minds when exploring new approaches. Deliver for others We take pride in doing our personal best, demonstrate care for others, and support and encourage them to reach their potential. Ignite our pride We play a role in making Canada stronger by celebrating who we are, the communities we service, and issues that matter. Our values Our Values have three dimensions: ''We matter as individuals, We matter to one another, We matter to our country'' TRUST I earn the trust placed in me every day, and I trust that my safety and well-being are everyone''s top priority. We do our best work when we trust each other. We value the trust Canadians have in us, and understand it is earned with every decision and interaction. RESPECT I understand respect is the foundation of a successful workplace. We respect each other as colleagues and treat each other as we would like to be treated. We respect our country and the communities we serve, and understand we have a responsibility to be a positive force for change. DELIVER I challenge myself to safely deliver every day because what I do matters. We are a network of people, united by what we accomplish and deliver together. Delivering a stronger Canada for Canadians is at the heart of what we do