Customer Experience Specialist

6 months ago

Edmonton, Canada Drivewyze Full time

**About us**:
Drivewyze is more than just a tech company - we are a connected truck solutions leader that is revolutionizing safety and sustainability in commercial vehicle transportation. We are committed to bettering the experience of drivers, fleets, and public agencies towards a vision of zero crashes, zero fatalities and a sustainable transportation system.
We are on a mission to revolutionize highway safety and efficiency and we are looking for great talent to be part of our success story

**About You**:
You are a positive-minded individual, who finds joy in creating excellent customer experiences. You are hungry to learn and develop technical skills and looking to join a collaborative culture in which to grow your career

**About the Role**:
As a Customer Experience Specialist at Drivewyze Inc., you will be responsible for providing outstanding and exemplary end-user support for our rapidly expanding organization. Your daily activities will include receiving, prioritizing, documenting, and actively addressing end-user help requests and feedback. In all things, your mission will be to provide an excellent customer experience for our users.

**Location**: Director, Customer & Partner Success

**Report to**: Edmonton - Flexible Hybrid/ Remote

**Job Accountabilities**:

- Respond to inbound calls.
- Assist customers with account and payment-related concerns.
- Gather customer information, access and fulfill customer needs, and educate the customer to ensure understanding and prevent the need for future contact.
- Diagnose and resolve problems using documented procedures and checklists.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience.
- Report and document interactions through contact tracking.

**What you bring**:

- Minimum of one year of previous customer service experience, preferably in a technical support role or similar high-volume service center.
- Certificate or degree in Information Technology, Computing Science, Business or related field an asset.
- Proficiency with Android and iOS devices (phones and tablets) and Microsoft Outlook, Excel, and Internet browsers.
- Demonstrated commitment to customer excellence and ability to effectively manage and resolve customer complaints and issues.
- Exceptional listening and communication skills.
- Ability to communicate clearly and professionally, both verbally and in writing.
- Positive attitude, team player, and strong attention to detail.
- Knowledge of technical support issues related to Internet connectivity and troubleshooting experience.
- Willingness to work a flexible schedule and overtime when needed.

We know great talent may come from a variety of workplace experiences and backgrounds. A better future depends on new and diverse voices at the table. We'd love to hear from you

**By joining us you will enjoy**:

- Great people to work with in an inclusive and collaborative culture
- Flexible work options
- Open vacation program with unlimited vacation days
- Competitive compensation package, including benefits and employee stock options
- Opportunities to make your mark, experience growth, professional development and advancement within the company
- Employee recognition and referral programs
- Social initiatives
- virtual games and contests, virtual coffee connects, pickle ball, basketball, ping pong, foosball, darts, you name your game

Work with us because you believe in what we do.
Want to be part of a team whose mission is to save lives by reducing commercial transportation fatalities? How about being part of a tech company that continues to disrupt industry with new ideas?
Although technically, we have been in business for almost 20 years, we are proud to have maintained a start-up feel with each team member acting like owners modeling our values:

- Create Exceptional Experiences. Think like a customer, colleague, partner, and stakeholder. Strive to go above and beyond and have a positive impact on others.
- Drive to Succeed. Be purposeful and accountable. Persevere through challenges and seek ways to enable success. Operate with speed, agility, and excellence.
- Empower and Lead. Take the initiative and be proactive. Identify problems quickly and help tackle them. Have a voice, share ideas and give constructive feedback. Encourage others to do the same.
- Disrupt Creatively. Be curious, explore ideas without bias, and fearlessly try new things—Foster innovation with diversity of thought. Merit ideas, not titles, and learn from failure.
- Cultivate Relationships. Build credibility and influence with integrity, honesty, and commitment. Seek win-win outcomes and lead with transparency and high ethical standards.
- Raise the Bar. Continually improve and grow. Build for the future, develop capability, and help others to learn. Take risks and aim high. Don’t iterate when you can change the game.
- Play as a Team. Navigate with genuine care, respect, and i

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