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customer relations

Job Description

Must be located in Ottawa, ON.
This is a permanent full-time position, Monday-Friday 9am-5pm. Vista Services offers a hybrid work model, 2 days from home and 3 days in the office. The office is located at Hunt Club and Prince of Wales Drive.

About Vista Services
Vista Services is more than just a financial partner – we are helping communities, the people that live within them and the local contractors that service the area. Our dealers are experts in the water heater, HVAC, and residential infrastructure sector. Having both ownership from local management and an infrastructure fund managed by an award-winning investment manager, we are a well-capitalized company looking to grow organically, geographically and by acquisition.

Job purpose/mandate

The Customer Service team is the first point of contact for Vista’s thousands of customers. The CSR must be able to solve problems, make informed decisions, multi‐task, and work in a fast‐paced time sensitive environment. The CSR works to achieve the best results for the company and our customers.

Duties and Responsibilities

• Professionally handle incoming requests from customers and ensure issues are resolved both promptly and thoroughly.
• Thoroughly and efficiently gather customer information, access, and fulfill customer needs, such as confirming payment schedules and amounts or determining reasons for slow or short payments to ensure collection of outstanding invoiced amounts.
• Troubleshoot customer issues over the phone. Handle issues in the best interest of both the customer and the company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Reconciling customer accounts and making follow-up calls to identify and solve any payment issues.
• Customer Retention processes contract assignments & buyout requests.
• Prepares correspondence and fulfills needs of existing customers that are at risk of cancelling service.
• Assists with calling customers to update billing preferences. Addresses complaints with the goal of increasing satisfaction and securing renewals or saves.
• May offer discounts or special deals as needed and within pre-established limits.
• Liaising with site managers and other internal departments on collection efforts and providing relevant reports.
• Making collection calls on overdue accounts.
• Builds relationships across all levels. Maintains excellent customer service relationship with internal and external customers.
• Collaborates with cross functional departments such as Billing, Accounting, and Accounts Payable team.

Knowledge and Skills

• 2-4 years of experience in a customer service or help desk capacity required.
• Experience with multiline telephones, and personal computers necessary.
• Experience with Microsoft Office Suite preferred.
• Knowledge of leasing and financial contracts is an asset.
• Post-secondary education in relevant fields is considered an asset.

Job Types: Full-time, Permanent

Salary: $42,000.00-$45,000.00 per year

Benefits:

• Casual dress
• Company events
• Employee assistance program
• Extended health care
• Flexible schedule
• Life insurance
• On-site parking
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus pay

Experience:

• customer service: 2 years (required)

Work Location: Hybrid remote in Nepean, ON K2E 8A3

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