CUSTOMER SERVICE ADVOCATE
About telMAX Inc.:
Based in York Region, telMAX is a private equity-backed all fibre digital infrastructure platform that provides a 21st century alternative to traditional telecom networks. Recognized for four consecutive years as Canada’s Fastest ISP with an industry-leading net promoter score of over fifty, telMAX is continuing its rapid growth plan to bring its all-fibre network to residential and business customers across Southern Ontario.
Your Position & How You Will Contribute:
Reporting to the Director, Customer Operations, the Customer Service Advocate is a senior customer service position and will own and manage escalations that flow in from CCTS, BBB and Resident Relations queues and monitor transactional survey results for issues needing resolution. The Customer Service Advocate acts as the voice of the customer inside telMAX, resolving complex complaints, bridging gaps between departments, and improving overall satisfaction. In this dynamic position, you will have the opportunity to learn and grow in your career and within the organization.
Responsibilities & Key Duties:
- Manage the day-to-day intake of escalations from CCTS, BBB and Resident Relations avenues, managing issues to resolution.
- Coordinate handoffs and alignment with Construction, Technical Support Tier 3, network and field operations, Billing, Sales and Marketing to ensure a seamless end-to-end customer experience.
- Provide feedback to the Care team for adherence to process.
- Ensure adherence/ compliance to applicable regulatory requirements.
- Monitor survey results and action feedback from customers with the intent of continuous improvement.
- Perform other related duties as required to support the team and business objectives.
What You Bring:
- Proven ability to handle complex, escalated issues with a lens to find lasting solutions rather than quick fixes.
- Sound judgement on escalations, retention decisions and sensitive customer situations.
- Working knowledge of retention levers, technical support workflows and provisioning handoffs.
- Customer-first mindset.
- Strong written and verbal communication skills, including clear reporting to senior leadership.
- A mix of strong communication, analytical and critical thinking, and interpersonal skills.
- Strong soft skills: empathy (understand a client's emotional state and build trust); persuasion (ability to influence others and negotiate fair agreements); emotional resilience (calm under pressure and handle difficult setbacks or conflicts).
Experience:
- Minimum 2 years of experience in customer operations or customer service.
- Telecommunications, ISP or subscription-based industry experience is an asset.
- Proficiency in CRM and ticketing systems (Zendesk an asset) and the Microsoft Office Suite (Word, Excel, Outlook).
- Experience with quality assurance programs, SLA management and operational reporting.
- Highly organized with the ability to prioritize a varied workload in a fast-paced environment.
Education:
- Post-secondary education in business administration, operations management or a related field, or equivalent experience
ImPACT Values
We hold ourselves to the highest standards, delivering exceptional results through dedication, accountability, and continuous improvement. Our commitment to excellence drives us to push boundaries, take ownership, and always follow through.
We move fast, adapt with courage, and work together to solve challenges. Through empowerment and open communication, we foster a culture where bold ideas thrive. We leverage our collective strengths, achieve shared success and deliver exceptional results for our customers and teams.
In every decision we make, we think through the customer’s lens. We know that anticipating and exceeding their expectations isn’t just good service - it’s the foundation of who we are. By staying deeply connected to our customers’ needs, we build loyalty, enhance our reputation, spark positive word-of-mouth and drive company growth.
We build trust by acting with integrity, respect, and transparency in everything we do. We communicate with each other openly and presume positive intentions. By upholding these principles, we strengthen relationships, create a culture of respect, and empower teams to succeed together.
Why You Should Join telMAX:
- We are a growing, dynamic organization
- We offer a competitive variable compensation package
- Hybrid positions
- Benefits (Medical, Dental, and Vision)
- Health Spending Account (HSA)
- RRSP matching program
Equity Statement
telMAX Inc. is an equal opportunity employer committed to fostering an inclusive and accessible workplace, welcoming applications from all individuals. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), accommodations are available on request for candidates during the selection process as well as throughout employment.
