Parsons Corporation
Multinational technology‑driven engineering and infrastructure firm serving government and private sectors.
Customer Service Representative - Smart Vehicle Solutions Contact Centre- Call Center
Handle customer inquiries for smart vehicle programs via phone, email, chat, and tickets.
Job Highlights
About the Role
In this position you will handle inquiries, provide policy and equipment information, and foster relationships with inspection centres while maintaining high service standards. You will work both independently and collaboratively, managing performance metrics and ensuring quality assurance targets are met. • Handle program inquiries via telephone, email, web tickets, and chat from the public and Inspection Centre representatives. • Serve as first point of contact for policy/program information, equipment ordering, and general inquiries. • Build and maintain relationships with Inspection Centre representatives. • Resolve sensitive and complex issues promptly and accurately. • Qualify issues, troubleshoot, and transfer to appropriate support teams when needed. • Liaise with internal and external departments to review and resolve customer concerns. • Manage key performance indicators, meeting response time targets for calls, chats, emails, and web tickets. • Achieve Quality Assurance and service level targets while adhering to departmental statistics. • Proactively contact customers for service‑related matters and participate in special projects.
Key Responsibilities
- ▸ticket management
- ▸issue triage
- ▸kpi management
- ▸quality assurance
- ▸stakeholder liaison
- ▸policy info
What You Bring
Candidates should have at least two years of customer service experience, preferably in a call centre or automotive setting, and possess excellent communication skills. A post‑secondary education, strong PC and Microsoft Office abilities, and solid problem‑solving and decision‑making skills are also required. Flexibility to work Canadian holidays and remote arrangements is essential. • Work independently with minimal supervision and collaboratively within the team. • Minimum two years of customer service experience, preferably in a call centre or automotive industry. • Pleasant telephone manner with excellent written and verbal communication skills. • Post‑secondary education preferred. • Strong PC skills and proficiency with Microsoft Office Suite (Word, Excel, PowerPoint). • Strong problem‑solving, decision‑making, and negotiation abilities. • Ability to handle challenging situations with composure and empathy. • Ability to multitask, quickly adapt to new information and procedures. • Strong analytical mindset and mechanical/technical aptitude (asset). • Flexibility to work Canadian holidays and remote work as needed.
Requirements
- ▸customer service
- ▸2+ years
- ▸microsoft office
- ▸post‑secondary
- ▸problem solving
- ▸flexibility
Benefits
In a world of possibilities, pursue one with endless opportunities. Imagine Next! At Parsons you can imagine a career where you thrive, work with exceptional people, and be yourself. Guided by our leadership vision of valuing people, embracing agility, and fostering growth, we cultivate an innovative culture that empowers you to achieve your full potential. Parsons offers best‑in‑class benefits, including health, vision, dental coverage, employer‑paid provincial care premiums, a Defined Contribution Pension Plan, TFSA, RRSP, life insurance, paid time off, sick leave, all provincial holidays, and gym membership discounts to support a busy lifestyle. • Health, vision, and dental coverage with employer‑paid provincial care premiums. • Defined Contribution Pension Plan, TFSA, RRSP, and life insurance. • Paid time off, sick leave, all provincial holidays, and gym membership discounts.
Work Environment
Field