Customer Experience Analyst

1 week ago

Toronto, Canada Beanfield Metroconnect Full time

**Our company**

We are about building communities, not just networks. We believe that people are at the heart of everything we do. We’re committed to making life better for our customers, our employees, and the communities where we live and work. Founded in the underserved Toronto neighbourhood of Liberty Village, we've always understood the importance of connection. That's why we committed ourselves to building a fibre-optic network throughout the community and have continued to expand our network ever since. For 30+ years, we have been proud to build, own, and operate an extensive & robust fibre-optic network throughout Toronto & Montreal. Now with 400+ employees, we continue to deploy our own construction, fibre splicing, installation, network operations, and support teams. Our services are delivered to thousands of commercial and residential service addresses using Beanfield-owned facilities.

**Our Values**

We Are Community: People first, always. We build trust through empathy and honesty. We align around our collective purpose. We are service of the whole. We are stronger together than we could ever be alone. When we show up for each other, we can create anything. Being in community is what gives us purpose and meaning.

We Are Different: We know who we are and are creating our own destiny. We see the world differently. We explore. We are curious. We go first and do what others haven’t done before. By thinking differently, we build better.

We Cherish Momentum: Momentum is more than just being busy or ticking items off our to-do list. It's about nurturing our ideas, creating rituals and routines that align with our priorities, and staying optimistic in the face of setbacks. It's about feeling in control and being confident that we can find solutions to whatever problems come our way.

**Position Summary**:
As a Customer Experience Analyst, you are the first line of contact for our Beanfield clients. Genuine, customer-centric, detail-oriented and professional.. We’re looking for an individual that will embody the Beanfield spirit and guide residential and commercial customers from sign-ups to sign-offs. You’ll be meticulous in documentation and updating our internal systems and work alongside our other wonderful service delivery teams to ensure we are always going above and beyond for our customers.

As our CEO, Dan Armstrong has once said, “We are just as much in the field of hospitality as we are telecommunications.”

**Responsibilities**:

- Act as a customer liaison, process service requests, and process customer service escalations with professionalism and a smile.
- Ensuring that technical support tickets are filled out with the correct information before being escalated to our Technical Support teams in a timely manner.
- Ensuring that sales-related tickets are escalated to the appropriate representative and supervisor. These include:

- Name changes
- Move orders
- Requests for new services that require a new agreement or contract
- Special requests for contact authorization when no other contact in the account is reachable.
- Credit requests
- Supporting a variety of Residential related tasks such as:

- Reviewing service availability upon request for specific addresses
- Keeping our internal building database up to date with potential leads
- Identifying, when possible, Transfer of Services and remote activations
- Equipment Shipments
- Processing Billing related inquiries.
- Processing changes to existing customer services upon request.
- Arranging Collocation access for technicians.
- Anticipate opportunities to exceed both your customers' as well as your team members’ expectations.
- Demonstrate initiative in learning and understanding new products, services, and offerings in Beanfield.
- Meet and exceed all key performance Indicators.

**What are we looking for?**:

- Customer service experience (telecom experience preferred - call center experience an asset).
- Bilingualism (English and French) is highly advantageous.
- Ability to quickly learn, share and thrive within a team-oriented environment.
- Demonstrated ability to assess and address varied customer requests within a timely fashion.
- Ability to work in a fast-paced environment and effectively manage multiple tasks.
- Excellent interpersonal/communication skills (verbal and in writing) and experience providing services and support to clients.
- Detail-oriented and compliant with privacy policies.
- Reliability and regular attendance are essential.
- Must be willing to work various shifts as assigned (including evenings, nights, weekends, and statutory holidays) in a 24/7 work environment.
- Ability to multitask within different software systems; strong keyboarding skills. MS Office, Outlook or equivalent.

**What's in it for you?**:

- A fun, competitive, and challenging work environment.
- Opportunity for learning new skills in a fast-paced workplace with ongoing changes.
- Dog-friendly workplace.
- Potential for

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