Customer Service Representative

Quantum Lifecycle Partners LP is Canada's largest and most important integrated computer asset disposal and recycling processor. We are committed to the safe and secure reuse of electronics, the responsible recycling of electronics to divert waste from landfills and the recovery of natural resources from obsolete electronics.We are looking for a Customer Service Representative (CSR) to join our team in North Bay, ON. The Customer Service Representative provides support for in-warranty and out-of-warranty depot repair of electronic devices, including laptops, desktops, tablets, and other devices. They resolve customer issues, assist technicians, perform audits, maintain accurate documentation, and collaborate with teams to ensure quality and operational efficiency.Responsibilities:Contact customers via phone or email to provide status updates, clarify issues, and exchange other service-related information.Consistently and professionally address challenging customer interactions.Work collaboratively with Customer Service team members and other teams to efficiently resolve issues.Work with business partners to ensure inbound units are accurately inputted into the system with all required information.Manage follow-ups and ensure timely closure of assigned tasks.Maintain accurate documentation in service dashboard, emails, and applicable paperwork.Maintain detailed logs of customer interactions, testing results, and escalation steps.Support no-trouble-found (NTF) testing and quality assurance as required.Support Depot Technicians with escalations, customer authorizations, and parts coordination. Assist Depot Technicians with media download and cataloging, resource allocation, escalation release, and other functions as required to support business operations.Support quality assurance by performing outbound product audits.Support floor audits to ensure accurate tracking and effective management of assets; identify and report concerns.Support the management and processing of units as directed by leadership or Senior team members; identify and report concerns. Receive and provide cross-training to team members as required.Contribute to Depot knowledgebase and update procedures to ensure content accuracy. Support Depot report generation and reporting as assigned. Perform other assigned duties as may be required from time to time. Qualifications:High school diploma or equivalent.Previous customer service representative experience an asset. Job-specific Knowledge and Skills:Proficiency with Microsoft 365 applications, including Excel and Outlook.Excellent English verbal and written communication skills (French bilingualism is an asset). The ability to convey information in a friendly, concise, and professional manner to a broad range of customers.An aptitude and interest in learning about new hardware, software, and applications. Ability to work cooperatively with local team members and wider group of business partners.Consistent and high attention to detail.Ability to work independently with minimal supervision.We Offer:Company paid Extended Health & Dental BenefitsDisability & Life InsuranceCompany RRSP matching up to 4%Employee Family Assistance ProgramEducation Reimbursement ProgramEmployee Purchase Program (up to 22% off on Qnovum.ca)The opportunity to play a part in protecting the environment and contributing to sustainability.Quantum is an equal opportunity employer. We promote excellence through diversity and encourage all qualified persons to apply. We thank you for your interest; however only those selected for an interview will be contacted. Quantum is also committed to providing accommodations for people with disabilities. If you require an accommodation, we will work with you to meet your needs. Accommodation may be provided in all parts of the hiring process.Quantum offers a unique insight into the E-waste industry, with its fast-paced and ever-changing environment To learn more about us, visit: www.quantumlifecycle.com