Customer Success Coordinator

1 month ago

Ottawa, Canada net2phone Canada Full time

**What we do.**

We are a VoIP telecommunications provider for businesses in Canada. We supply a communications solution aimed at improving the way Canadian organizations connect - our solutions are available through your browser, mobile device, and desk phone.

**Who we are.**

Net2phone Canada is breaking down the pre-conceived barriers in Canadian Telecom.

We are a true Customer Success focused organization; which means doing our best to ensure our VoIP platform and communication services are tailored to our clients specific needs; and supported with speed, knowledge, precision and friendliness.

Providing the absolute best customer experience is always our top priority.

**What you'll do.**

As a member of the Onboarding and Fulfillment Team, you are ultimately responsible for contributing to the long-term retention of net2phone Canada clients. The goal of every interaction is to exceed expectations and recognize risks, as well as opportunities.

Customer Success Coordinators (CSC's) fulfill client requests in accordance with our internal SLA. You are both a client advocate and advisor, informing them of their options and evaluating if they require additional information. You will work with all Client Services teams to ensure clients are taken care of in a friendly and efficient manner.

Not only will you be a product expert, but you will be trusted with client configurations where accuracy is paramount. Special projects are a regular occurrence for CSC's. Other responsibilities include, but are not limited to:

- Completing customer orders for additional services
- Processing ports (inbound and outbound)
- Suspending account services
- Assisting with account configurations, rebuilds, fixes etc.
- Processing out-going shipments
- Processing hardware returns
- Managing in-office and CRM inventory
- Assisting with CSM contracts, billing, etc.

As a Customer Success Coordinator, you will succeed if you are process-driven and customer-focused. The growth plan for this position allows the following experience to be gained:

- Designing, documenting, and maintaining internal processes
- Identifying opportunities to increase efficiency, and/or customer satisfaction
- Deep understanding of SaaS operations
- Overall development of the Implementation department
- Project Management skills
- Proactive Customer Success strategy
- Expertise with industry-leading SaaS tools

**Nice to Haves**
- Prior Retail/ Customer Service experience

**You can't handle the perks**
- Strong work/life balance
- In-office snack and beverage bar and occasional provided lunches
- Fun in office and virtual events
- Unplug & Unwind sessions on Thursday afternoons to have a drink, socialize and play games with coworkers
- Dog friendly office environment
- $2000 in health & wellness benefits

**Job Type**: Full Time, 37.5 hours, 5 days a week in office.

Schedule: Monday to Friday 9am-5pm EST

Compensation: 45,000-47,500 CAD annually

**This is an in-office full-time position
- we want you to be in the middle of all the action

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