Customer Experience Analyst

Beanfield; Toronto; Hybrid; CAD 60,000 - 70,000; Full time

Benefits offered by this job

Hybrid work model

Total rewards package

Five personal care days

Health Care Spending Account (HCSA)

Job summary

Beanfield, a leading fibre-optic network provider headquartered in Toronto, is looking for a Customer Experience Analyst to handle inbound inquiries, identify needs, and recommend products to drive growth while delivering excellent service.

You will document interactions, meet sales targets, and participate in ongoing training in a hybrid in-person setting from our Liberty Village office.

Qualifications

• 5+ years of experience in customer service.
• 3-5 years in a call centre sales environment (preferred).
• Proven experience in sales or customer service roles.

Responsibilities

• Meet and exceed daily, weekly, and monthly sales and retention targets.
• Upsell and cross-sell products based on customer needs.
• Document interactions and inquiries accurately in tools.
• Provide exceptional customer service and participate in training.

Skills

Customer service

Call center experience

Communication skills

Persuasion skills

Bilingual EN/FR

Education

High school diploma with post-secondary degree

Job description

We don’t just build networks, we build communities. From our roots in Liberty Village to our growing footprint across Toronto, Montreal, and Vancouver, Beanfield has spent 35+ years connecting people through a robust, independently owned fibre-optic network.

With 500+ employees and an entrepreneurial mindset, we move fast, think creatively, and stay connected to the people who make Beanfield what it is. If you thrive in a collaborative, high-impact environment where your work matters, you will feel right at home.

Our headquarters is located in Toronto’s super-hip Liberty Village, surrounded by great coffee, food, energy, and creativity—making it a great place to collaborate in person.

Our Values

We Are Challengers

We lead the way. We disrupt the industry by thinking differently, moving quickly, and taking ownership. We operate with a startup mentality and believe in building and investing in our own infrastructure, and our people.

We Are United

We operate as one team. Collaboration is core to how we work, and every idea matters. We believe strong partnerships and shared ownership lead to better outcomes.

We Care

We care deeply about our employees, partners, customers, and communities. We build trust through open communication, thoughtful decisions, and a relentless focus on our brand and customer experience.

Position Summary:

The Customer Experience Analyst reports the Manager of Customer Experience and is responsible for handling inbound calls from potential customers, identifying their needs, and recommending appropriate products or services to close the sale. Your ability to engage customers, provide excellent service, and meet sales targets will be key to your success. This role will focus on driving growth for the business but capitalizing on new opportunities as well as delivering an optimal customer experience.

What you will be doing:

• Meet and exceed daily, weekly, and monthly sales and customer retention targets.
• Upsell and cross-sell additional products or services based on customer needs.
• Document customer interactions, sales, retention and general inquiries accurately in tools.
• Provide exceptional customer service.
• Participate in regular training sessions to stay updated on product knowledge and sales techniques.
• Ensures all customers’ inquiries (via email or phone) are responded to in a timely manner.
• Document, track, and monitor problems to ensure resolutions are completed in a timely manner and tasks are set to the appropriate priority levels.

Skills & Qualifications:

• High school diploma with post-secondary degree or diploma (preferred but not required).
• 5+ years of experience in customer service.
• 3-5 years working in a call centre sales environment (preferred but not required).
• Proven experience in a sales or customer service role, preferably in a call centre.
• Strong communication and persuasion skills.
• Strong problem-solving skills.
• Bilingual English and French considered an asset.

What’s in it for you

• A united, values-driven culture that genuinely cares about people, collaboration, and community.
• Hybrid work model with purposeful, in-person collaboration from our vibrant Liberty Village office.
• A comprehensive total rewards package, including Traditional Spending Account (TSA) and Health Care Spending Account (HCSA) coverage to support overall well-being.
• Five (5) additional personal care days, providing extra flexibility to recharge and take care of what matters most.

At Beanfield, we’re proud to be an equal-opportunity employer.

We believe that diverse teams make stronger teams. No matter your background, experience, or life story, if you meet the requirements for this role, we want to hear from you. We are committed to creating an inclusive and accessible workplace where all qualified applicants are considered for employment, without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other protected status.

Beanfield provides reasonable accommodations at all stages of the recruitment and selection process. If you need support during your application or interview, please reach out to us at [e-mail], we are happy to help.

Please note: candidates must be legally eligible to work in Canada, as we are unable to sponsor employment visas. Also, all official communication regarding recruitment and hiring at Beanfield will come exclusively from email addresses ending in @beanfield.com. We urge candidates to be cautious of any unsolicited messages or offers and to remain vigilant against phishing attempts.