Customer Service Manager

Company Profile:

Canadian Fiber Optics Corp is a privately held specialty telecommunications company that designs, builds, and operates fiber optic networks to provide high speed internet services in rural / remote communities and regions. The Company deploys core expertise in fiber construction and strategic industry partnerships to deliver critical fiber infrastructure and high-speed internet services to residential, commercial, and industrial customers. From design and construction to network operations, to the provision of end user services, CFOC connects rural businesses and communities to the world.


Canadian Fiber Optics Corp. is looking for a Manager of Customer Service who is energetic, outgoing, and a progressive team member who can exceed our customers’ expectations. Ideally, candidates for this position will have experience in sales, customer service, accounting, and telephone support. Strong administration, organizational, planning, project coordination and time management skills are a must.

Responsibilities

  • Build and manage a Customer Service team (hiring/firing, training)
  • Develop, document, and implement policies & procedures
  • Measure performance, implement continuous improvement and technology enhancements
  • Responsible for collecting & cleansing departmental data, developing KPI’s and publish monthly reports
  • Become expert in functionality and custom reporting of our OSS/BSS software (Sonar)
  • Understand Billing and AR activities. Required to follow up on outstanding clients
  • Coordinate daily installation schedule
  • Perform Tier 1 support, research answers or solutions as needed and refer customer complaints to additional support staff for further technical investigation
  • Interact with customers by telephone or email to provide information about products and services, take orders, or obtain details of complaints or concerns
  • Fulfill orders received by email, website, or other electronic data interchange
  • Review or make changes to customer accounts including customer details, contacts, and actions
  • Manage problems and incidents impacting services including post-mortem follow up
  • Follow-up on issues to measure effectiveness of corrective actions & ensure customer satisfaction
  • Understand product offerings to deliver customer appropriate solutions
  • Collaborate with key stakeholders/teams to stay updated on new products, services, and policies

Skills:

  • Managing local and remote staff
  • Strong people skills, and a passion to serve customers
  • Problem solving ability a must
  • Excellent verbal and written communication skills English
  • Enjoys working in a team-oriented, collaborative environment
  • Entrepreneurial Spirit
  • Ability to drive results in an ever-changing environment
  • Exceptional organizational, time management, and multi-tasking skills
  • Strong proficiency in Microsoft Excel/Word and computers in general
  • The ability to efficiently organize your work and set priorities
  • Professional written and verbal communication
  • Strong analytical and problem-solving skills
  • An outgoing positive attitude

Qualifications:

  • 5+ years in Customer Service, Sales experience, E-Commerce, or retention experience

               (Within Telecom/Technology Industries preferred)

  • Financial experience required
  • Management/Supervisor experience
  • Post-secondary education recommended

Other Requirements:

  • This is a full-time position (40 Hrs/week) and may require being on-call on a rotational basis
  • Valid Class 5 driver’s license

Job Type: Full-time

Job Category: Customer Service
Job Type: Full Time
Job Location: Calgary

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