Client Services Representative

Employment Status

Regular. Time Type:
Full time.

The Client Services Representative Level I will be a primary contact for external customers, partners, regional offices, and the public concerning CSA Group services. This role will respond to incoming inquiries (via telephone, fax, e‑mail and web) pertaining to general and less complex inquiries, administrative inquiries (billing, credits, services available). The CSR Level 1 will be primarily focused on processing related tasks within the CSC.

These tasks may pertain to creating new accounts stage, client record changes and agreement tasks. The CSR I will have a good understanding of the end‑to‑end processes within the organization to resolve customer issues and enhance service delivery.

• Provides accurate information (verbally and/or written literature) to customers about CSA Group services (such as testing capabilities, office locations, certification programs etc.) and the certification process (such as information on applicable standards, application requirements, class numbers, quotes, requirements for payment, product sample requirements, shipping instructions, testing location and completion dates).
• Provides prompt and efficient customer service.
• Forwards all technical inquiries to the appropriate subject matter expert.
• Collects, records and forwards appropriate customer sales inquiry information.
• Where appropriate, provides quotes for potential/existing clients using pricing information provided.
• Provides status of projects to incoming inquiries from customers with the assistance of an online tool and the Project Group Manager while maintaining customer satisfaction.
• Requests legal documentation from acceptable signing authorities necessary to substantiate a change in ownership affecting certification.
• Verifies and processes customer change requests, and customer document updates and corrections (such as corrections in name, address, additions and deletions of factories and classes, full cancellations of Master Contract) and finalizes changes of records.
• Processes and prepares a variety of reports (such as error and Z‑table reports).
• Responds to customer billing and credit inquiries, may issue credits or debits as necessary with management approval.
• On a daily basis, manages phone queue calls and meets customer needs.

• Post-Secondary Education or equivalent experience.
• 6 months to 1 year of related Customer Service experience.
• Strong computer skills, MS Office (Excel, Outlook), Salesforce.
• Strong phone contact handling skills.
• Excellent oral and written communications.
• Detailed and results oriented.
• Some knowledge of engineering and technical terminology.
• Problem‑solving skills and conflict resolution skills.

CSA Group is an Equal Opportunity Employer and is committed to diversity, equity, and inclusion. We prohibit discrimination and harassment of any kind based on any grounds stipulated by applicable laws. We are an organization where opportunities are based on skills and abilities, and differences are respected and valued. Please contact us at talent acquisition if you require accommodation in the interview process.