Bilingual Customer Assistance Representative

11:00 am - The bus drops me off right outside the office door. Inside, I grab my binder and check my mailbox for new information and memos. There are a few things to go over before I start my shift today. I grab a hot chocolate from the kitchen and head to my station.

11:30 am - Start time. Once I sign in I need to be ready to jump on a call, so I have already prepared my area and read the new memos. Next month’s schedule just came out and there is a change to one of our roadside assistance programs that I need to read up on.

12:30 am - Wow, this morning has flown by! I have talked to people all over Canada. There is a bad snowstorm in Alberta so we had a lot of calls to winch cars out of snow banks. It feels good to help so many people who are in trouble. Now it’s time for a break!

12:45 am - Back on the phone. I renew an auto club membership and call a tow truck to boost a battery for a customer stuck in Saskatoon. I verify the customer’s information and carefully document each call. During my downtime I do some research on a question a customer asked earlier.

2:30 pm - Lunch time. I usually bring my lunch, but there are also lots of choices just outside the office. Today seems like a pizza day, so I buy a slice and join my co-workers in the staff lounge.

4:00 pm - It’s time for my PEP Talk with my Team Leader. Twice a month we meet to talk about my performance and any issues or concerns I have, which is very helpful.

4:30 pm - What a great meeting! My Team Leader is so supportive. She gave me a few points to work on but says I’m doing great overall. She even asked me to coach some new agents next week! Now my goal is to lower my Average Handle Time before our next PEP Talk in two weeks.

5:00 pm - Time for my afternoon break. I grab a snack from the vending machine and call a friend from the lounge. We make plans to meet for dinner after work.

6:30 pm - Tomorrow I start a Corporate Training course so I make sure I have everything prepared between my last few calls.

7:00 pm - Time to clear out my station and sign out from another productive day. I helped a lot of people on the phone and feel great about my PEP Talk. I’m also looking forward to tomorrow’s training. As I head out to meet friends for dinner at a nearby restaurant, I’m feeling pretty good about my job.