Control Center Agent

Canadian Fiber Optics; Calgary; On-site; CAD 42,000 - 62,000; Full time

Job summary

Canadian Fiber Optics Corp is seeking a dynamic Customer Service Rep in Calgary to support sales, service, and accounting functions. You will interact with customers via phone, email, and web, input orders, and address concerns while coordinating administrative tasks and scheduling.

With 5+ years in related roles and a strong emphasis on billing, AR, and problem-solving, you will collaborate across teams and stay informed on offerings.

Qualifications

• 5+ years in Customer Service, Sales, E-Commerce, or retention experience.
• Within Telecom/Technology Industries preferred
• Financial experience required

Responsibilities

• Oversee Control Center activities.
• 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, service activities, locates & drops with customers and contractors.
• Perform Billing and AR activities.
• Perform Tier 1 support, research answers or solutions as needed and refer open customer complaints to supplementary support staff for further technical investigations.
• 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.
• Understand product offerings to deliver customer appropriate solutions.
• Collaborate with key stakeholders and teams to stay updated on new products, services, and policies.
• Complete required daily reports.
• Dispatching and manage I&R Work loads.
• Resource Planning and Scheduling

Skills

Customer service

Sales experience

Problem solving

Communication

Teamwork

Excel

Time management

Multi-tasking

Adaptability

Education

Post-secondary education recommended

Telecom/Technology experience preferred

Job description

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:

• Responsible to oversee Control Center activities
• 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, service activities, locates & drops with customers and contractors.
• Perform Billing and AR activities
• Perform Tier 1 support, research answers or solutions as needed and refer open customer complaints to supplementary support staff for further technical investigations
• 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
• Understand product offerings to deliver customer appropriate solutions
• Collaborate with key stakeholders and teams to stay updated on new products, services, and policies
• Complete required daily reports
• Dispatching and manage I&R Work loads
• Resource Planning and Scheduling

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)
• Financial experience required
• 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