Bilingual Customer Service Representative - Jobs in Newmarket, ON

Job Description

Responsibilities:

• Troubleshooting, problem solving, and answering questions on specific issues when they arise with clients/customers

• Manage customer expectations and demonstrates expertise and leadership

• Weekly/biweekly meetings with clients to give updates, hear concerns, troubleshoot problems, and find solutions that work for both teams

• Weekly meetings with Success Team, COO, Sales Leadership Team to give updates, hear concerns, troubleshoot problems, and find solutions

• Understand the broader business perspective and make decisions accordingly

• Manage renewals and find new expansion opportunities within the account

• Escalate major issues brought up to higher management so they are aware of changes that need to be made

• Make recommendations and influence important operating issues/decisions for the broader team

• Collaborate with Entuitive peers, cross-functional teams, and senior leaders to ensure clients/customers are successful

• Find ways to streamline work, innovate key processes and leverage technology

• Close the loop on all feedback received from the customer including product enhancement requests, outstanding issues, and strategic improvement initiatives

• Track & monitor account status and identify areas of concern

• Provide root-cause analysis of escalated issues when required. Lead ‘lessons learned’ initiatives as appropriate

• Drive successful adoption of features, functionality & services to help clients/customers realize the full business value of our platform

• Maintain an intimate understanding of all product & service offerings

• Assist in the development of and drive the execution of our Customer Success strategy

• Define and execute best-in-class, scale-able, and repeatable processes to ensure client satisfaction

• Identify areas for improvement not only in our products and services but also in the Customer Success functions

• Assist in nurturing and developing customer success staff

• Communicate internally with relevant stakeholders in sales, marketing, product, and engineering to make your customer’s lives better through optimizing and improving existing products and services or identifying other products to improve customer outcomes

• Bring a great sense of humor, tact, and ability to be empathetic and personable to customers, building rapport and trust with a deep passion for helping companies to become more successful

• Call centre:
• Dealing with customer escalation
• Troubleshooting client and customer issues

• Aircall

• Reporting, dashboards, changing IVR, updating messaging, adding/removing employees, adding/removing phone lines, being added to a call/coaching, getting recording, SLA’s, downloading call recordings, other aircall functions

• Freshdesk

• Replying to tickets, assigning tickets, reporting, adding/removing staff, assigning tickets

• Full Enterprise Compliance System understanding & reporting

• Approvals, BGC, progress status, etc

• Ensuring document approvals, badging, call outs being complete
• Ensuring systems and processes are running smoothly and effectively

Experience and Skills:

• 2+ years in a client-facing, Customer Success Manager/Account Management/ Sales preferably in a SaaS based organization and/or Big-Box Retailer

• Experience managing about 25-50 junior, mid-market and major accounts

• Solid understanding of the contractor and vendor industry

• Understanding of SaaS business models and their overall relationship to client/customer success

• Solid understanding of the Product Delivery & Product Management processes

• Successful experience in retaining and upselling customer base

• Proven track record in utilizing processes and tools critical to Customer Success

• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills

• Proven ability to problem solve and drive issues through to a timely resolution

• Effective escalation management skills.

• Excellent analytical capabilities to break down complex technical tasks into executable and measurable steps.

• Demonstrated ability to deal with change and excel in high-stress situations.

• You foster a consistent understanding of strategy, translate it into defined plans, and stay the course to implement it while anticipating and identifying where change or mitigation is needed.

• You introduce new ideas and processes which improve performance and productivity.

• Desire/ability to work in a fast-paced, team-oriented environment.

• Innovative thinker capable of operating both in a strategic capacity (big-picture perspective) and a hands-on/execution capacity.

• Excellent work ethic and Leadership skills.

• Excellent proficiency in Microsoft Office (Word, Excel, PowerPoint, Project, Visio) and Google Tools Suite (Slides, Sheets, Docs)

• Proficient in CRM Tools.

• A collaborative approach and able to foster effective stakeholder relationships

• Committed to excellence and providing a superior customer experience

• Demonstrates adaptability in fast-paced environment

• Think creatively about solving customer business challenges

• Basic understanding of Finance and reporting processes

• High energy and ambition; enthusiasm to give customers the white glove treatment

Education: Bachelors Degree or equivalent combination of education and work experienceTravel: Approximately 20% travel, if required, in Canada and USLocation: Entuitive Compliance Inc.120 Mulock Drive - Unit 1 & 2Newmarket, Ontario. Canada. L3Y 7C5Job Types: Full-time, PermanentSalary: From $18.00 per hourAdditional pay:

• Bonus pay

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Newmarket, ON: reliably commute or plan to relocate before starting work (preferred)

Education:

• Secondary School (preferred)

Experience:

• Customer service: 2 years (preferred)

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