THE OPPORTUNITY
We are looking for a highly organized, customer-focused Customer Service Representative to own the customer experience end to end - hands-on in the inbox every day while building the systems that let the whole CS team deliver at scale. You'll sit across the team, staying on top of everything in flight and setting the standard for what great service looks like, while using a systems mindset to make the whole operation run smoother and more consistently.
This is high-level thinking about CX and internal efficiency, executed on the ground - not from 10,000 feet. You're in the arena: answering customers, picking up the phone, living in the day-to-day, with the bigger-picture thinking layered on top.
WHAT YOU WILL DO
This role is centered around two core objectives:
Continuously asking how we can serve our customers better and deliver the best possible experience, and
Continuously think about how we improve the operations of the function by leveraging technology, monitoring key performance metrics and becoming more efficient.
Core Responsibilities:
- Own the inbox and the customer experience. Stay aware of every active thread, respond to customers directly, keep on top of what's in flight, and report on SLAs - owning the customer experience and setting the standard the team delivers to.
- Keep the operation flowing. Make sure the day-to-day moving parts - quotes, order triage, order management, RMAs, and technical support - flow smoothly and nothing falls through the cracks.
- Onboard and activate new dealers. Bring new dealers into the CS fold the right way, setting them up for success and building strong working relationships with our team from day one.
- Design better systems and processes. Use a strong systems mindset to spot what's slowing us down and design the workflows and playbooks that let the team deliver great service consistently and at scale.
- Roll out the tools and train the team. Evaluate and road-test our core CS tools, prove them out personally, then drive their implementation and bring the team up to speed on using them.
- Collaborate closely with internal teams to ensure customer requests are directed to the appropriate departments, such as technical support, sales, or field service
- Document and maintain core customer success processes and Standard Operating Procedures (SOPs)
WHAT YOU WILL BRING
- 3-5 yrs experience in a customer service role
- Comfortable being the one who tests out a new tool, works out the kinks, and then shows the rest of the team how to use it
- Comfortable working with data and performance metrics (e.g., SLAs, response times, call volumes) to spot trends and figure out what needs to change
- Strong communication skills, both written and verbal
- Strong customer service orientation with a genuine desire to assist customers and exceed their expectations
- Demonstrated ability to manage multiple tasks and priorities while maintaining attention to detail
- Ability to deal with people tactfully, diplomatically, and professionally at all times
- High school diploma or equivalent. Associate's or bachelor's degree in business, communications, or a related field is a plus
- Proficiency with Microsoft Outlook, Excel, and Word
- Strong keyboarding skills with the ability to type quickly and accurately (minimum 50–60 WPM preferred)
- Experience maintaining customer records and documentation systems
- Experience working with CRM or ERP systems; Microsoft Business Central is a plus. Experience helping roll out or configure a new tool or system for a team is a strong plus
WHAT WE OFFER
- An opportunity to contribute, along with a great team and company culture
- Full-time employment in a stable, successful, growing, Canadian company
- 3 weeks of vacation annually
- Extended Health/Dental/Vision/Wellness Benefits Plan
