Customer Experience Specialist
Location: London, ON
Telecommunications should be simple, friendly, and affordable. This philosophy has helped Start.ca achieve some of the highest customer ratings among Internet Service Providers in Canada. Our mission is to be the most loved, most recommended, and most desired telecom provider out there. Accomplishing this starts with our people!
Our Customer Experience Specialists use their expertise and passion for people to cultivate exceptional customer interactions with us.
What you’ll be doing:
Actively manage, monitor and follow-up on sales inquiries via phone, e-mail, chat and walk-in customers.
Treat each customer interaction as a unique experience by actively listen to determine customer requirements, provide insights and recommendation to identify the best service offering(s), and support the customer in making the best decision to suit their needs
Build and maintain strong customer relationships, loyalty, and retention through exceptional sales/service and the presentation, awareness and understanding of our product portfolio. Address customers billing inquires, ensuring a there is a clear understanding of why and next steps.
Solutions oriented mindset to address customer inquiries promptly and effectively the first time. Follow up with new and existing customers as needed to ensure an exceptional experience and identify additional opportunities that may suit the customer.
Work collaboratively with other internal departments to address sales/billing inquires quickly and effectively.
Proactively seek out solutions using organizational documentation and standardized formats, using sound judgment.
Leverage the expertise and knowledge of others and seek direction or direct advanced requests to an appropriate team member when necessary.
Ensure confidential information is protected and consistent with all Start’s confidentiality processes.
Accurately record customer interactions/documentation and service requests for quick and accurate processing.
Maintain a high degree of professionalism, courteousness, and friendliness.
Subject matter expert within the CxG on one or more areas of sales and billing.
Participate in project initiatives that relate to the CxG.
Identify ongoing growth and improvement of processes and services.
Identify and update processes and procedures improvement opportunities on a consistent basis. Provide support and guidance to fellow team members to help solve customer issues.
Work closely with the Cx Representatives, ensuring they become proficient in their role.
Assist with monitoring of social media requests relating to products and service offered at Start. Other appropriate responsibilities relevant to the role today and the role as it may evolve.
What we are looking for:
Post secondary education or equivalent experience.
1-2 years of experience in a customer service or inside sales role.
Strong attention to detail, organized, and superb communication skills to build trusting relationships.
An active approach to problem solving coupled with the ability to achieve results including taking ownership of deliverable's and being accountable for the results.
A growth mindset and flexibility, allowing you to shift tasks and priorities when circumstances dictate.
Able to work in a fast-paced, high-energy, team-based environment with an open mind and attitude to explore new technologies, improve efficiency, and embrace change.
Basic knowledge and understanding of common web browsers, office productivity applications operating systems, internet infrastructure and routers and modems.
Strong morals and ethics, along with a commitment to customer privacy and confidentiality.
Able to perform computer work, including typing and other fine motor movements for up to 80% of each shift.
Ability to pass a criminal background check.
Available for evenings, nights, weekends and statutory holiday coverage.
What we offer:
We live by our core values: Friendly, Smart, Honest, Reliable, Forward and Involved.
We have a dynamic, reputable, and FUN company culture - it’s what brings our employees here and keeps them here:)
As we grow, we want our employees to grow with us through our career advancement opportunities and continuous professional development.
Pay per performance compensation philosophy.
Group Retirement Savings Plan with company matching.
Comprehensive flex option health & dental benefits & life insurance.
Diversity is important to us, and we believe our differences make us a better company. Our differences help us to be innovative, with new attitudes, new processes, and new solutions to difficult problems. We respect our differences and this respect is shared throughout our culture.
We know that applying to a new role takes a lot of work and we truly value your time. We’re looking forward to reading your application!