Customer Feedback Solutions

Overview Why Choose Us Careers Bookmark this page! We're always looking to add new members to our team.	Current Positions Available: Customer Support Associate Job Type: Part Time, Varying Shifts Location: 4-90 Market Avenue, Winnipeg, MB, R3B 0P3 Industry: Customer Experience Management Company url: www.tellusaboutus.com Title: Customer Support Associate Reports to: Customer Service Center Manager JOB DESCRIPTION The role of the CSA is our direct link to our clients and their customers. Through communicating with customers and accurately recording their feedback while promptly addressing their needs, overall client satisfaction and retention is increased. The professional frontline support offered by the CSA directly helps clients to improve their business. A CSA also provides valuable support to all departments and team members at TUAU. POSITION RESPONSIBILITIES 1. Client and Team Communication Communicate professionally in order to build credibility, reliability, and trust. Ask thoughtful, open-ended questions to involve others in defining problems and desired outcomes. Employ language that is prescriptive and non-judgmental when presenting feedback. Create enthusiasm and commitment in others to solve problems. 2. Resolution Management Assist client in learning and solving problems. Document all client interactions promptly and accurately. Follow up on resolutions with emails and/or customer callbacks. Work within team to find solutions and alternative options. Campaign current clients for increased business with outbound calling. 3. Administration Respond promptly to emails and voicemails from external and internal clients. Clear web comments in holding tanks. Take catering orders. Maintain/update assured reports and call logs. Prepare and issue resolution letters and coupons on behalf of clients. Complete data entry and transcriptions (as required). QUALIFICATIONS - Knowledge, Abilities, and Skills 1 year experience in Customer Service. Adaptable with a high level of stress tolerance Bondable and able to maintain confidentiality while handling sensitive information. Ability to prioritize and multi-task. Proven ability using computer software, including email (specifically Outlook), M/S Office - especially Excel and Word, and Internet browsers. Proven ability to calmly communicate with hostile customers. To apply for this position, email humanresources@tellusaboutus.com or mail your resume to: Attn: Human Resources Tell Us About Us Inc. 4-90 Market Avenue Winnipeg, MB R3B 0P3 Canada Programmer Analyst Job Type: Full Time Location: 4-90 Market Avenue, Winnipeg, MB, R3B 0P3 Company url: www.tellusaboutus.com Title: Programmer Analyst Reports to: Director, Information Systems JOB DESCRIPTION The Programmer Analyst delivers timely frontline support and problem-solving to all areas of the organization while contributing to the development of new features and products. The Programmer Analyst role focuses on providing custom applications, timely queries, bug fixes, and reporting for clients and the account management team. By resolving issues as quickly as possible and ensuring quality throughout new development, this role ensures that all TUAU team members can provide the best possible customer service to clients. POSITION RESPONSIBILITIES 1. Provide front line support for Account Managers as required. Address any project change requests, new report requests, technical support and bug fixes. Participate in and contribute to client meetings whether in person or over the phone. Communicate technical information to non-technical people in non-technical terms. 2. Manage and Produce Development Projects Implement bug fixes/code changes within OnlineKMC on all solution suite offerings. Provide queries and reporting as needed. Communicate with users for the purpose of gathering requirements. Design and develop user reporting, internal applications throughout the development cycle. Develop, analyze, and optimize database queries and database structure. 3. Provide Quality Assurance, Maintenance, and Reporting Ensure completion of all ongoing maintenance-related activities within accounts including hierarchy imports, audit forms, survey setup, data imports etc. Implement complex SQL queries and custom report generation. Conduct thorough testing to ensure high quality deliverables. 4. Team Participation Attend weekly Tech department meetings; come prepared with information on operational issues. Update job knowledge by researching new technologies and software products. QUALIFICATIONS - Knowledge, Abilities, and Skills Position-specific Post secondary education in computer science and 1 year software development experience OR at least 2 years experience in a similar role. Knowledge of classic ASP, Visual Basic, JavaScript, ASP.NET, and VB.NET. AJAX knowledge/experience will be considered an asset. Hands-on experience with Enterprise Manager, Query Analyzer, Crystal Reports, HTML, JavaScript and XML Strong SQL Server and advanced SQL querying. Proven knowledge of the Software Development Life Cycle. Web development and expertise with ASP, IIS. Software version control experience preferred. Proven ability to respond promptly to customer needs and requests for service and assistance. Demonstrated ability to meet commitments Corporate Approach each work day with a positive attitude – focus on what ‘can be done’, not on what can’t be done; look for solutions, not problems and smile and be pleasant and optimistic. Present yourself in a professional manner – be tactful in your approach to others; react well under pressure; treat others with respect and consideration regardless of their situation or position; accept responsibility for own actions; follows through on commitments. Be dependable - Complete tasks on time or notify appropriate person with an alternate plan. Treat customers and coworkers with respect - Treat people how you yourself want to be treated; understand the needs of other person(s) involved; care about a colleague’s/client’s well-being and time. Take initiative - Display original thinking and creativity to get things done; meet challenges with resourcefulness; generate suggestions for improving work; develop innovative approaches and ideas; present ideas and information in a manner that gets others’ attention. Strive to exhibit excellent interpersonal communication skills - Remain open to others' ideas; speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; actively participate in meetings. Deliver exceptional customer service - Manage difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments. Be energetic and enthusiastic about work - Not afraid to laugh, have fun and celebrate accomplishments; puts 100% effort into all aspects of the workplace; fosters team energy allowing people to feed off of each others’ energy. To apply for this position, email humanresources@tellusaboutus.com or mail your resume to: Attn: Human Resources Tell Us About Us Inc. 4-90 Market Avenue Winnipeg, MB R3B 0P3 Canada Network Administrator Job Type: Full Time Location: 4-90 Market Avenue, Winnipeg, MB, R3B 0P3 Company url: www.tellusaboutus.com Title: Network Administrator Reports to: Director, Information Systems JOB DESCRIPTION Provides network support to operational computer networks. Maintains backups, software updates, and antivirus. Maintains office and call center phone system equipment. Performs quarterly software and hardware asset audits Ensures smooth operations for production hardware environment and general office equipment. POSITION RESPONSIBILITIES 1. Network Design, Configuration, and Maintenance Design, specify, configure, install, and maintain local area network hardware, software, and telecommunications services such as phone system, office computers, system software, software applications, printers, servers, routers, bridges, switches, modems, cabling, and Internet service providers. Establish and maintain network users, user environment, directories, and security. Develop and communicate standards for use, operations, and security of network, personal computers, and data. Research and evaluate new technologies. Negotiate contracts with and coordinate activities of hardware, software, telecommunications, support, and training vendors. Install and test software upgrades. Collect and analyze network and memory utilization. Develop and implement disaster recovery procedures. Perform quarterly software and hardware asset audits and keep track of software hardware usage 2. Network Support and Training Train users on software and equipment usage. Respond to the needs and questions of network users concerning their access to resources on the network and the operation of various software programs. Communicate with other departments to report and resolve software, hardware, and operations problems. Consult with department managers to develop system solutions consistent with organizational objectives. On call on rotating basis to ensure 24/7 uptime. QUALIFICATIONS - Knowledge, Abilities, and Skills Proficient in MS Windows 2000, 2003, XP, Server, IIS 6, Network troubleshooting and maintenance. MS Exchange experience an asset. Hardware/Software setup and configuration Proven exceptional customer service provider. Responds promptly to customer needs, responds to requests for service and assistance, and meets commitments. Proven ability to complete tasks on time or notify appropriate person with an alternate plan. Demonstrated ability to take on increased responsibility and looks for and takes advantage of opportunities. Meets challenges with resourcefulness and generates suggestions for improving work. Develops and shares innovative approaches and ideas. Corporate Approach each work day with a positive attitude – focus on what ‘can be done’, not on what can’t be done; look for solutions, not problems and smile and be pleasant and optimistic. Present yourself in a professional manner – be tactful in your approach to others; react well under pressure; treat others with respect and consideration regardless of their situation or position; accept responsibility for own actions; follows through on commitments. Be dependable - Complete tasks on time or notify appropriate person with an alternate plan. Treat customers and coworkers with respect - Treat people how you yourself want to be treated; understand the needs of other person(s) involved; care about a colleague’s/client’s well-being and time. Take initiative - Display original thinking and creativity to get things done; meet challenges with resourcefulness; generate suggestions for improving work; develop innovative approaches and ideas; present ideas and information in a manner that gets others’ attention. Strive to exhibit excellent interpersonal communication skills - Remain open to others' ideas; speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; actively participate in meetings. Deliver exceptional customer service - Manage difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments. Be energetic and enthusiastic about work - Not afraid to laugh, have fun and celebrate accomplishments; puts 100% effort into all aspects of the workplace; fosters team energy allowing people to feed off of each others’ energy. To apply for this position, email humanresources@tellusaboutus.com or mail your resume to: Attn: Human Resources Tell Us About Us Inc. 4-90 Market Avenue Winnipeg, MB R3B 0P3 Canada Account Manager Job Type: Full Time Location: 4-90 Market Avenue, Winnipeg, MB, R3B 0P3 Company url: www.tellusaboutus.com Title: Account Manager Reports to: Director of Client Services TUAU is seeking an Account Manager to manage and grow a portfolio of strategic accounts. The ideal candidate will want to work in a highly dynamic and fast paced environment where he or she learns proprietary software that is constantly evolving and works closely with our technical team to develop appropriate solutions. Continued corporate growth has led to an exciting opportunity for a detail-oriented, tenacious, uncompromising professional to grow and enhance strategic client relationships within existing major accounts. Job Duties and Responsibilities: Program Delivery Manage and grow portfolio of accounts by being responsible for all the details of program delivery and involved in most aspects of program design Respond to detailed client requests by learning and understanding our proprietary software Analyze various client questions about system data and configurations using a variety of detailed research and analysis methods Create and document project scope specifications and ensure quality delivery of projects including spending significant time testing Create detailed system training documentation and deliver to client Establish multi-level client relationships while focusing on the user’s needs Schedule regular client contacts and make calls as scheduled Facilitate market research analysis on behalf of clients to build solid long term solutions Identify opportunities to provide additional services to clients and work with sales to close them Attend client conferences and travel to client sites as required Administrative Responsible for reviewing client contract and managing to the details of the contract Reviewing invoicing and reconciling monthly revenue Log and document client activity and details to facilitate cross-training Provide management reporting/metrics as required Log daily time per task and client within a time-ticket system Key Competencies and Qualifications: High level of comfort with learning custom software Technical problem-solving including business and data analysis Ability to write detailed technical specifications and mitigate challenges foreseen with input from a technical group Ability to understand and explain technical concepts to a non-technical audience Excellent project management skills Ability to provide excellent customer service Ability to communicate effectively verbally and in writing Ability to identify new opportunities in accounts and create opportunities for the solutions team to cross-sell/up-sell and help close these opportunities Market research/survey design experience is considered an asset Minimum 3-5 years of account management success preferably in a technical environment, post-secondary education preferred To apply for this position, email humanresources@tellusaboutus.com or mail your resume to: Attn: Human Resources Tell Us About Us Inc. 4-90 Market Avenue Winnipeg, MB R3B 0P3 Canada Account Support Associate Job Type: Full Time Location: 4-90 Market Avenue, Winnipeg, MB, R3B 0P3 Company url: www.tellusaboutus.com Title: Account Support Associate Reports to: Director of Client Services TUAU is seeking an Account Support Associate to help our Account Managers manage and grow a portfolio of strategic accounts. The ideal candidate will want to work in a highly dynamic and fast paced environment where he or she learns proprietary software that is constantly evolving. Continued corporate growth has led to an exciting opportunity for a detail-oriented, tenacious, uncompromising professional. Job Duties and Responsibilities: Program Delivery Implement the operational details of client programs at start-up or in mid-stream (Surveys, Mystery Shop, 1-800 Support) in line with TUAU standards by learning and using our proprietary softwareAbility to work under the direction of an account manager or directly with certain clients Conduct detailed testing and document testing prior to launch and escalate issues as required Organize training to educate and activate new clients Responsible for recurring and one-off client deliverables on a specific and often tight timeline Client/Technical Support Resolve issues related to program usage, technical support, and product inquiries Respond to client inquiries in a timely manner Send out client reports, as necessary Provide management reporting/metrics Log daily time per task and client within a time-ticket system Key Competencies and Qualifications: Quick learner of new software – Enjoys and quickly learns new systems that are constantly evolving Interest in data and data analysis; experience with advanced features of Excel beneficial Attention to detail – interest in and ability to focus on highly detailed work for extended periods of time Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Meets commitments. Interpersonal - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information. Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan. Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed. Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality. To apply for this position, email humanresources@tellusaboutus.com or mail your resume to: Attn: Human Resources Tell Us About Us Inc. 4-90 Market Avenue Winnipeg, MB R3B 0P3 Canada
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