Customer Service Representative

**CUSTOMER SERVICE REPRESENTATIVE**

Funding Change is Manitoba’s homegrown and premier technology platform that enables charities to run raffles and raise money for good causes. As we enter an exciting new phase focused on growth and innovation, we are seeking a dynamic and experienced Customer Service Representative to be part of the next evolution of our company.

The Customer Service Representative at Funding Change plays a crucial role in delivering exceptional support to customers while driving growth for the organization. As the primary point of contact, this individual not only addresses customer inquiries and resolves issues but also identifies opportunities to enhance customer engagement and retention. This proactive approach to customer relationships helps uncover insights that contribute to business development, fostering loyalty and expanding the company’s reach.

The position is primarily remote on a daily basis; however, flexibility is required to attend in-person meetings at the Winnipeg office as needed to collaborate with the team.

**Responsibilities**

**1. Customer Support & Relationship Management**:

- Serve as the primary point of contact for customers, addressing inquiries, resolving issues, and providing timely, solutions-oriented support.
- Build and maintain long-term relationships with existing customers, ensuring satisfaction and retention.
- Compile and deliver end-of-campaign reports for customers to support their word-of-mouth marketing efforts.
- Note: While the position typically operates during standard Monday-Friday business hours, the Customer Success Representative may occasionally need to address urgent service requests during evenings or weekends. In the unlikely case, the representative is expected to make every reasonable effort to resolve the issue promptly and effectively.

**2. Growth Initiatives**
- Recognize current and potential customers who may benefit from the company’s subscription raffles and present relevant opportunities to the sales team.

**3. Sales Enablement & Case Studies Development**:

- Develop case studies showcasing successful customer experiences to illustrate the benefits of partnering with Funding Change.

**4. Content Creation & Documentation**:

- Create & maintain help desk (videos, articles, etc.) to enhancing the accessibility of self-service resources
- Maintain and update customer support materials to ensure accuracy and relevance.

**5. Operational Support, Process Development & Collaboration**:

- Formalize internal customer support processes by developing standard operating procedures and creating comprehensive documentation.
- Participate in operational meetings to align on tasks and manage related responsibilities as assigned.
- Collaborate cross-functionally with internal teams to share customer feedback, improve processes, and support company growth initiatives.

**CANDIDATE REQUIREMENTS**:

- Minimum of 2 years of experience in customer success, account management, or a related field.
- Experience in a service-oriented or SaaS environment is a plus.
- Proven track record of managing customer relationships and delivering exceptional service.
- Excellent problem-solving skills and the ability to handle complex issues with patience and professionalism.
- Comfort with using customer service tools, CRM systems, and other software to manage customer interactions.
- Strong interpersonal skills and ability to collaborate with internal teams to achieve common goals.
- Willingness to adapt to evolving processes and a continuously changing work environment.
- A proactive mindset for identifying customer needs and opportunities for service improvement.

Pay: $48,000.00-$58,000.00 per year

Schedule:

- Monday to Friday

**Experience**:

- Customer support: 1 year (required)

Work Location: Hybrid remote in Winnipeg, MB

Expected start date: 2025-07-14