Customer Liaison

1 month ago

Woodstock, Canada Execulink Telecom Inc. Full time

Do you have a passion for technology? Are you the “go to” for your family and friends when they need help with their internet or computer? Are you looking for a great opportunity that offers you a Monday - Friday schedule? If so, this role is for you
As a member of the Customer Liaison team, you will use your strong technical knowledge to isolate and resolve technical concerns to ensure customers are able to connect to everything that matters to them, whether that’s gaming with friends or working from home
**Position Details**:

- Full Time, Permanent
- Hours of work:

- Monday - Friday
- Shifts as scheduled between the hours of 8am-8pm in conjunction with business requirements
- 8 weeks of required in office training held at our Woodstock office. Following training you may work from home or in our Woodstock office

**Primary responsibilities**:

- Providing our customers with an awesome experience with every interaction by providing effective resolutions to inquiries and technical support requests
- Communicate clearly and effectively with confidence using superior customer service skills to manage customer expectations while providing a first call resolution
- Assist customers using innovative technology and customer remote assistance apps
- Assist our Sales team in enhancing the lifestyle of our customers by providing referrals for improved services
- Work as a team to meet goals and objectives as specified by the Customer Care Manager and company directive
- Ensure individual and department Key Performance Indicators (KPIs) and objectives are achieved
- Perform outbound calling including customer call backs, support ticket follow up, and proactive service monitoring
- Recognize the need and be able to promote additional add-on products and services that enhance the customer’s experience
- Contribute to a customer-focused environment that encourages information sharing, team-based resolution activity, cross training with an absolute focus on resolving customer incidents as quickly and effectively as possible
- Document information in a timely and accurate manner using our in-house Customer Relationship Management (CRM) system
- Provide customer feedback to the Customer Care Manager when applicable

**Education & Qualifications**:

- A technical post-secondary education or related experience in Telecom or a similar computer help desk role
- Strong computer literacy and the ability to proficiently and fluently use internet navigation programs
- The ability to thrive in a fast-paced and dynamic environment
- Strong organizational skills and the ability to multitask
- Excellent attendance

**What we Offer**:

- Internal growth and learning opportunities
- Challenging and rewarding place to work
- Comprehensive health and benefits
- Competitive starting rates
- Employee discount plan on Execulink services
- RRSP matching program
- Tuition reimbursement

Interested in joining our Execulink Team? Learn more about us below
About Us
At Execulink Telecom, the largest locally owned independent telecom company in Southwestern Ontario, our only goal is to enhance your lifestyle at home, work and play. We have an unwavering commitment to continue to build a positive team, with a friendly, family spirited approach. The selection of exceptional talent is important to us When you join Execulink, you’re joining a team that’s focused on not only providing an AWESOME experience to our customers, but to our employees as well. We live and breathe our Mission, Vision, and Values and are searching for individuals who are excited to contribute and do the same
Visit our company website at Careers | Execulink® Telecom
Only those selected for an interview will be contacted.
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