Customer Success Advisor

4 weeks ago


Halifax, Canada Eastlink Full time

**Designated Office**:
Eastlink
6080 Young Street
Halifax, NS
**This position is**:
Hybrid, at least 3 days per week in office
Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications, and exclusive locally produced programming on Eastlink Community TV.
**Key Job Responsibilities**:

- Providing exceptional customer service with a first call resolution experience that includes a personalized, sensible, and professional solution,
- Inter-provincial ports - calling customers and confirming their address,
- Returned mail - opening and reviewing returned mail, and preparing files,
- Other mail items, e.g., POA or trustees, noting accounts and filing or scanning as appropriate,
- Serving all customers with genuine empathy and enthusiasm,
- Building customer trust and loyalty by ensuring that all concerns are resolved in a timely manner with exceptional customer service,
- Identifying process gaps and providing ideas on improvements to provide a more positive customer experience,
- Participating in activities designed to improve customer satisfaction and business performance.

**Qualifications**:

- Minimum of 2-3 years’ experience within Eastlink Customer Sales and Service or Customer Solutions is preferred,
- A passion for customer service and an understanding of the business implications of all forms of resolution,
- Strong knowledge of Eastlink Mobile/MIND as well as Wireline/CSG,
- Strong business communication both written and verbal,
- Attention to detail, demonstrated problem solving, and analytical skills,
- Patient, empathetic listener with ability to control the direction of the calls and diffuse stressful encounters,
- Ability to work with confidential information and materials,
- Ability to deliver effective results, meet tight deadlines and targets,
- Strong keyboarding skills with proficiency in Microsoft Office Suite including Excel,

The successful incumbent will have proven reliability and will be able to work from Young Tower at least 3 days per week.
Why Choose Eastlink?
Eastlink operates in a culture of continuous improvement through listening, learning, and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team “on the ground” not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.
Get your career started with us and stay with us, your journey begins here



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