Customer Service Representative

7 months ago

Ottawa, Canada Business Management Firm Full time

We partner with small to medium-size brands and transform their communication and outreach methods with desirable target markets to increase their visibility, market share and revenue.

Our dynamic and success-driven team is actively looking to onboard a Customer Service Representative to act as a trusted advisor on behalf of our clientele, ensuring ultimate satisfaction and retention. This role works in accordance with a Senior Client Manager to identify client needs, provide efficient and effective solutions, report on project performance, and take ownership of the client experience. They will also develop recommendations for appropriate services, assist in creating proposals, and implementing curated programs for the client.

The Customer Service Representative is a highly visible position within our organization and requires excellent interpersonal, communication and relationship building skills. They are the primary contact for the client and will facilitate communication between them and appropriate internal teams.

**Customer Service Representative Primary Responsibilities**:

- Act as the primary contact for the assigned client and develop a trusting, dependable relationship to enhance the client experience and satisfaction.
- Collaborate with the Senior Client Manager and internal teams to ensure best-in-class client service, enhance retention rates, and deliver quality solutions to address and solve any challenges
- Communicate regularly with the client to understand their wants and needs thoroughly
- Address time-sensitive matters immediately with the Senior Client Manager and escalate any complaint to the appropriate department
- Utilize good judgment and initiative to reach quality decisions and problem-solve issues in a timely manner
- Track and report program performance on a weekly and monthly basis; Send progress reports to the client for transparency and accountability
- Demonstrate a thorough knowledge and adherence to company policies and procedures as well as client’s brand standards and expectations

**Customer Service Representative Requirements**:

- Undergraduate degree is highly preferred or applicable experience in customer relationship management, business management, or sales
- At least two years of experience working in a front-facing position managing clients or customers
- Exceptional communication, interpersonal and relationship-building skills
- Solution-oriented mindset with the ability to deliver quality results in a timely manner
- Well-versed with prioritization and can effectively manage multiple projects at any given time
- Desire to work in a growing organization that is forward-thinking, inclusive, and progressive

Pay: $18.00-$24.81 per hour

Expected hours: 45 - 50 per week

Schedule:

- Monday to Friday
- Weekends as needed

Ability to Relocate:

- Ottawa, ON: Relocate before starting work (required)

Work Location: In person

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