Job Description
Control Center Agent – Customer Service
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 a Customer Service Rep 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
- Interact with customers by telephone, email, website, or other electronic data exchange to provide information about products and services, input orders, or obtain details of concerns or complaints.
- Scheduling all installation, and service activities with customers
- Perform Tier 1 technical support, work with customers over the phone to assist and troubleshoot their issues.
- Manage problems and incidents impacting services including post-mortem follow-up.
- Follow-up on issues to measure the effectiveness of corrective actions and ensure customer satisfaction.
- Understand product offerings to deliver customer-appropriate solutions.
- Process billing, create, and send out invoices.
- Process monthly delinquent accounts
- Provide our Customers with Construction updates.
- Collaborate with key stakeholders and teams to stay updated on new products, services, and policies.
- Complete required daily reports
Skills:
- Strong people skills, and a passion to serve customers
- Problem-solving ability a must
- Excellent verbal and written communication skills in English
- Enjoys working in a team-oriented, collaborative environment
- Strong technical knowledge & understanding
- 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
- 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
- Post-secondary education recommended
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