Customer Support Representative

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.

Job Summary:

Canadian Fiber Optics Corp. is looking for an energetic, outgoing Customer Service Representative who can exceed our customers’ expectations. Ideally, candidates for this position will be looking for a career rather than a job and have experience in sales, customer service, accounting, and telephone support.

Responsibilities:

  • 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
  • Record details of customer contacts and actions taken
  • Research answers or solutions as needed and refer customer complaints to designated departments for further investigation
  • Manage problems and incidents impacting services including post-mortem follow up
  • Follow-up on issues to measure effectiveness of corrective actions and ensure customer satisfaction
  • Refer customers to additional support staff for technical assistance
  • Understand product offerings to deliver customer appropriate solutions
  • Collaborate with key stakeholders and teams to stay updated on new products, services, and policies
  • Strong administration, organizational, planning, project coordination and time management skills to work in a fast-paced environment
  • Scheduling of installation activities

Skills:

  • 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)

  • Post-secondary education recommended
  • Management/Supervisor experience an asset

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

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