Client Services Representative

Summary of Tronia Systems

Tronia Systems Ltd. is a company dedicated to providing our customers in the Ag-Retail industry with exceptional IT solutions. Founded in 1986, we have grown to become a leading supplier of Custom Software for the Ag-Retail Industry by remaining true to our fundamental values – honesty, integrity, compassion, and commitment.

Our reputation in our industry is supported by our exceptional, dedicated, high-capacity team. Our customer base continues to grow, and we continue to enhance and expand our products and services. Therefore, we are always looking for additional exceptional team members who can contribute to Tronia's development and growth.

We offer an extensive compensation package, a professional yet casual working environment, flexible hours, a commitment to maintaining a healthy team environment, and numerous opportunities for individuals to remain challenged and grow professionally. We strive to create an environment where each team member can be proud of their contributions to our company, customers, and team.

Summary of Position

Position Title: Client Services Representative

Department: Operations

Reports to: Client Operations Manager

Hours: 8:00a.m. – 4:30 p.m. Monday – Friday (37.5hrs per week)

(Occasional after hours and weekend coverage is required)

Location: In Office (St. Albert)

Salary: $52,000-$54,000 (depending on experience)

The primary purpose of this position is to provide customer support pertaining to the customer's use of our various software packages. Client Services Representatives (CSR) are expected to be experts in all software and modules we offer; which include (but are not limited to) agrē, agrēLite, agrēAgronomy, agrēGrain, iBlend, Grower Central, eSignature, and Integrated Blend Control. CSRs are responsible for fielding support inquiries. That may also include soliciting the assistance of internal expertise of our software as required. Support inquiries are handled by phone and email and each of our client service activities involve a large documentation component (we maintain detailed records of all services and support within our CRM and billing system).

CSRs will work closely with our Client Service Consultants (CSCs) and provide assistance to them on a daily basis. This will range from assisting with support tickets, as well as a variety of administrative tasks that assist that role and the department as a whole. This position also acts as a liaison between the clients and our various internal departments. It serves a vital role in recognizing and communicating possible system enhancements to ensure our software remains congruent with accounting and business practices. This also includes participating in quality assurance measures prior to the release of new system enhancements.

Key Responsibilities

• Deliver timely and accurate support services via phone and email
• Document support inquiries and maintain customer billing within the internal system
• Assist with CSC duties as required
• Maintain a general knowledge of system hardware at a level that will accommodate the resolution of minor system problems
• Work with other Tronia departments (as needed) to ensure that projects and products are delivered on time and meet clients' quality and value expectations (i.e. respond to client needs and ensure seamless and effective customer service)
• Recognize and communicate possible system enhancements through internal Feature Request process
• Participate in product quality assurance measures and maintenance of user documentation as required (Online Help, Release Notes, web site, etc.)
• Actively promote our technology solutions, this includes promoting value added products and services to up sell to existing clients as required
• Prepare accurate customer quotes and authorization forms as required
• Assist with phone support to the Administrative Assistant when they are away from the office
• Adhere to organizational performance and service goals
• Properly account for and record work time on a daily basis
• Other projects and duties as required

Summary of Qualifications

Education / Experience include the following:

• post-secondary training in accounting &/or business
• strong understanding of business accounting
• experience providing customer service &/or sales activities
• strong background with software and computers
• solid understanding of Windows environment
• fundamental knowledge of Microsoft Office applications (i.e. Word, Excel, Outlook, etc)
• strong business writing skills
• agricultural crop inputs & grain knowledge would be considered an asset

Skills / Traits include the following:

• must be customer-first focused
• excellent customer relations skills
• keen attention to detail
• strong work ethic
• highly organized and efficient
• strong problem-solving abilities (ability to think outside the box)
• ability to multi-task and move quickly between tasks
• ability to prioritize
• effective written and verbal communication skills
• friendly telephone manner
• confident
• positive attitude
• adaptable to change
• must take pride in one's work
• ability to work independently and in a team environment
• creativity
• patience
• strong public speaking skills
• ability to instruct others

APPLICATION DETAILS:

Please send Cover Letter & Resume to:

Position will remain open until a qualified candidate is selected.

Only short-listed candidates will be contacted for an interview.

Job Types: Full-time, Permanent

Pay: $52,000.00-$54,000.00 per year

Benefits:

• Company events
• Dental care
• Extended health care
• Flexible schedule
• Life insurance
• On-site parking
• Paid time off
• Profit sharing
• RRSP match
• Tuition reimbursement
• Vision care

Work Location: In person