Customer Care Advisor

Canadian Fiber Optics; Grande Prairie; On-site; CAD 40,000 - 50,000; Full time

Job summary

A leading broadband service provider in Grande Prairie is seeking a dedicated Customer Care Advisor to enhance customer satisfaction. The ideal candidate will have over 2 years of experience in customer service or technical support, showcasing excellent communication skills and the ability to resolve issues efficiently. This role involves engaging with residential and business customers via various channels, troubleshooting technical problems, and ensuring a positive customer experience. A commitment to ongoing training and skill development is also essential.

Benefits

Employee-focused workplace environment

Opportunities for skill development

Qualifications

• Minimum of 2 years experience in a customer service or technical support role.
• Strong communication skills, both verbal and written.
• Confident in resolving technical issues.

Responsibilities

• Engage with customers to provide solutions and troubleshoot issues.
• Handle billing inquiries and account management.
• Document customer interactions accurately.

Skills

Customer service experience

Technical support skills

Communication skills

Problem-solving abilities

Time management

Job description

About The Company

Canadian Fiber Optics (CFOC) and Northern Lights Fiber is committed to bridging the digital divide: we bring best-in-class broadband internet to rural and underserved markets. We are built on a foundation of Courage, Curiosity, Compassion and Humility. And the truth is… we love what we do! Bringing communities together is a powerful thing, and we are proud of the impact we make in the lives of our customers.

Job Summary

We are seeking a reliable, and customer-focused Customer Care Advisor to join our growing team. We are looking for someone energetic, outgoing, and driven to exceed customer expectations. The ideal candidate will bring a strong background in customer service, technical support, and sales, preferably with call center experience and a passion for creating positive customer experience.

What You Will Be Doing

• Engage with residential and business customers via phone, email, and chat to provide solutions related to product knowledge, billing, collections, technical support, and retention.
• Troubleshoot and resolve technical issues, including Wi‑Fi connectivity and service interruptions.
• Guide customers through service upgrades and activate new features as needed.
• Retain customers by offering solutions and alternatives during cancellation inquiries.
• Handle account setup, deactivation, billing inquiries, and payment processing.
• Document customer interactions and updates accurately in the CRM system.
• Follow up with customers to ensure satisfaction and build long‑term relationships.
• Participate actively in ongoing training and skill development sessions.
• Stay informed about product updates, promotions, and new services.
• Consistently meet or exceed key performance metrics for customer satisfaction and service quality.
• Handle inbound sales calls and close service agreements when appropriate.

What We Are Looking For

• A minimum of 2 years experience in a similar role.
• Experienced in customer service, technical support, or sales.
• Excellent communication skills, both verbal and written.
• Strong organizational and time management abilities.
• Confident problem‑solver with strong attention to detail.
• Comfortable managing multiple tasks in a fast‑paced environment.
• Team player with the ability to work independently.
• Adaptable and responsive to changing business needs.

What We Offer

At Canadian Fiber Optics Corp. our priority is our employees. The “work‑hard‑play‑hard