Customer Experience Representative

2 months ago

Saskatoon, Canada Rivercity Innovations Ltd. Full time

At **Rivercity Innovations**, our mission is to become a world leader in IoT monitoring technologies. We are a high growth company scaling fast by saving our customers across the world time and money by delivering them IoT solutions. IoT is a fast-moving industry, and we are a market leader using LoRa communication to address market needs not met by conventional technologies. A few of our fastest growing products include cold-chain monitoring, last-mile delivery, and GPS tracking. RCI has a fun and fast-paced work environment where every day has new challenges and opportunities. We are recognized as one of the fastest-growing tech companies in Saskatchewan and have been identified within our community for our entrepreneurship and accomplishments.

We have a very exciting opportunity for a **Customer Experience Representative** to help our customers get the maximum value from our products. In this role, you will ensure a seamless setup of our IoT temperature monitoring systems.

**Key responsibilities**:

- Onboard new clients by providing onsite installation and virtual training sessions that include education and familiarizing them with our solution to support adoption into their everyday workflow
- Identify customer needs and recommend the appropriate product or service.
- Provide training, technical support and troubleshooting both in person and virtually.
- Maintain exemplary service and touchpoints with existing customers.
- Handle customer complaints by providing solutions, often within a time limit to ensure the customer is satisfied.
- Dashboard and CRM management, tracking of Feedback and KPIs for quality improvement initiatives to ensure Customer Journey success and lasting business relationships.
- Iterate internal processes to improve quality and service standards.
- Greet and meet with customers over the phone and virtually.

**Qualifications**:

- Post secondary qualification from an accredited institution.
- Proficient with computers and computer programs and willingness to learn new ones.
- Excellent communication & listening skills with experience in a technical customer service role.
- Ability to analyze and interpret the needs of clients and offer appropriate options, solutions, and resolutions required.
- Self-motivated, energetic, and capable of working in a fast-paced environment with mínimal supervision or as part of a team and taking direction.
- Demonstrated time management skills.
- Strong organizational, interpersonal, analytical, and problem-solving skills
- Driver’s license and access to a reliable vehicle.

Most importantly, you will have the desire & willingness to learn, improve your skills, and ultimately have fun with the team - Culture is very important to us. At **Rivercity Innovations**, you will grow your career through exposure to a wide variety of tools and skills

**We have many great perks including**:

- Office in the beautiful Innovation Place next to the U of S campus
- Casual dress
- Very fun, supportive, and inclusive culture
- Competitive health/dental benefits plan, life insurance
- Personal spending account
- Parking pass
- Free Fitness Facility
- Paid time off

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Saskatoon, SK S7N 3R3: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (required)

**Experience**:

- customer service: 1 year (required)

Work Location: In person

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