Customer Experience

3 months ago

Markham, Canada Enghouse Full time

Enghouse Interactive is seeking a highly motivated and customer-focused professional to join our team as a **CX and Renewals Specialist**. In this role, you will be instrumental in providing exceptional support to our B2B clients, assisting with product renewals, and fostering long-term relationships. You will work closely with our sales, support, and customer success teams to ensure a world-class customer experience.

**Responsibilities**:

- Build and maintain strong relationships with Enghouse Systems' customers, ensuring their satisfaction and addressing any concerns or issues promptly.
- This individual will support order management operations to ensure orders are sent in a timely manner to meet the on-time and fill rate requirements of the customers & follow up as necessary with customers or internal departments to ensure orders are shipped on time and complete
- They will also analyze & improve order efficiency
- minimize order touches due to pricing issues, incorrect part ordering, etc
- This individual is also responsible for communicating to internal & external organization on the backorders for the customer orders including the root cause of the backorder & when inventory will become available
- Serve as a point of contact for customer inquiries, providing timely and accurate information, resolving issues, and ensuring a positive customer experience.
- Identify satisfied customers who can serve as advocates for Enghouse Systems, including case studies, testimonials, and referrals.
- Maintain detailed records of customer interactions, renewals, and support requests in the company's ISM and Salesforce system.
- Collaborate with the sales, marketing, and product teams to ensure a cohesive and consistent customer experience.

**Requirements**:

- Bachelor's degree in business, marketing, or a related field.
- Proven experience in customer service, account management, or renewals management is a must
- Exceptional interpersonal and communication skills.
- Strong problem-solving abilities and attention to detail.
- Good proficiency in Excel required
- Ability to work effectively in a cross-functional team environment.
- Familiarity with Salesforce software and customer support tools is a plus.
- Knowledge of the software industry and customer engagement solutions is a bonus
- Legally eligible to work in the country without sponsorship

**Our Offerings**:

- Remote work model
- A role with exciting opportunities for growth and development
- Be part of a thriving, international company
- Enjoy a comprehensive benefits package

**About Us**:
Enghouse Interactive is the world’s most reliable contact center technology provider. Our global brand is built on our track-record of consistently honoring our commitments - to our customers, our staff and our shareholders. It is a leading global provider of contact center software, services, and video solutions, serving thousands of customers for over 35 years. Enghouse Interactive solutions enable customers to deliver winning customer experiences by transforming the contact center from a cost center into a powerful growth engine.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. Enghouse is an equal opportunity employer. All applicants will be considered for employment without discrimination and accommodation will be provided during the hiring process upon request.

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