Senior Customer Engagement Specialist

3 weeks ago

Ottawa, Ontario, Canada Vista Credit Corp Full time

This is a permanent full-time position, scheduled Monday-Friday between 8am-6pm. The position is full time in the office.

About Vista Services

Vista Services is more than just a financial partner – we are helping communities, people that live within them and local contractors that service the area. Our dealers are experts in water heater, HVAC, and residential infrastructure sector. Having both ownership from local management and an infrastructure fund managed by an award-winning investment manager, we are a well-capitalized company looking to grow organically, geographically and by acquisition.

Job Purpose / Mandate

The Customer Success team is the first point of contact for Vista's thousands of customers. The Customer Success Representative (CSR) must be able to solve problems, make informed decisions, multi-task, and work in a fast-paced time-sensitive environment.

  • Answering the door at the office and assisting customers in person who show up at the office.
  • Gathering customer information, access, and fulfilling customer needs, such as confirming payment schedules and amounts or determining reasons for slow or short payments to ensure collection of outstanding invoiced amounts.
  • Troubleshooting customer issues over the phone.
  • Evaluating opportunities to drive process improvements that positively impact the customer's experience.
  • Partnering with customers to develop relationships and provide a superior level of customer service.
  • Reconciling customer accounts and making follow-up calls to identify and solve any payment issues.
  • Reconciling move-in/move-out notices from customers to ensure accurate billing information.
  • Customer Retention processes contract assignments & buyout requests.
  • Preparing correspondence and fulfilling needs of existing customers who are at risk of cancelling service.
  • Assisting with calling customers to update billing preferences. Addressing complaints with the goal of increasing satisfaction and securing renewals or saves.
  • May offer discounts or special deals as needed and within pre-established limits.
  • Liaising with site managers and other internal departments on collection efforts and providing relevant reports.
  • Making collection calls on overdue accounts.
  • Collaborating with cross-functional departments such as Billing, Accounting, and Accounts Payable team.
Requirements
  • 3-5 years of experience in a customer service or help desk capacity required.
  • Experience with multiline telephones, email, and personal computers necessary.
  • Experience with Internet Explorer, and Microsoft Office preferred.
  • Knowledge of leasing and financial contracts is an asset.
  • Post-secondary education in relevant fields is considered an asset.

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