Customer Experience Representative

Havens Alliance Group - Executive & Technology Talent Solutions; Vancouver; On-site; CAD 45,000 - 60,000; Full time

Job summary

A dynamic technology solutions firm is seeking a Customer Experience Representative in Metro Vancouver. This role involves becoming the go-to expert on the Dash Social platform and facilitating excellent customer support through various communication methods. Ideal candidates will have 1-2 years of customer service experience, strong communication skills, and a knack for technology. The company promotes a diverse and inclusive work culture, offering benefits like flexible hours, health coverage, and professional development opportunities.

Benefits

Health and dental benefits

RRSP/401k matching

Vacation and personal days

Work-from-home benefit

Flexible working hours

Qualifications

• 1-2 years of relevant work experience in customer service.
• Proven understanding of technology and problem-solving.
• Fluency in additional languages is considered an asset.

Responsibilities

• Provide customer support via in-platform chat system.
• Troubleshoot technical issues and answer platform-related questions.
• Create social media insights reports using the Dash Social platform.

Skills

Communication skills

Analytical skills

Customer-first mentality

Problem-solving

Time management

Education

Post-secondary degree or diploma

Job description

As a Customer Experience Representative, you will be the in-platform expert for all Dash Social customers and prospects. As a member of the Customer Success team, and working closely within our Revenue team, you will provide answers to all incoming questions and issues via Dash Social's in-platform chat system. You will also perform various customer support duties such as deck building, product tagging, and custom requests.

Qualifications

Desired Skills and Experience

• 1-2 years of relevant work experience, including customer-facing experience in-person, online, and/or over the phone. Corporate customer experience is considered an asset.
• Proven understanding of technology and resolving
• Excellent written and verbal communication skills, with the ability to explain challenging situations concisely and user-friendly.
• Excellent organization and time management skills. You excel in a fast-paced environment.
• Strong analytical skills and ability to think critically.
• SaaS or start-up experience is an asset.
• Experience in digital, social media marketing, and related technologies is an asset.
• Post-secondary degree or diploma is an asset.
• Fluency in additional languages is considered an asset.

About You

• You pick up new technologies quicker than most and love to understand how things work. You have the confidence to figure out the unknown.
• You have a customer-first mentality and know what questions to ask to get to the crux of an issue.
• You think outside of the box. Finding creative solutions to solve problems for your customers is what drives you.
• You care about what you do and about those around you. You love working as part of a team.

Don't meet every qualification? Research shows that equity-deserving groups like women and people of colour are 20% less likely to apply to jobs unless they are 100% qualified. Dash Social is committed to diversity, equity, and inclusion by representing the diverse communities we serve. Our culture values differences and ensures that every current and prospective team member has equitable access to opportunities to succeed. If you are interested and excited about this role but your qualifications don't match up perfectly, we encourage you to apply. You may be the best candidate for this role.

Responsibilities

As a Customer Experience Representative, you will:

• Maintain product expertise of the Dash Social platform at all times.
• Support and assist customers while managing our in-platform chat system (Intercom).
• Troubleshoot with customers to help resolve technical issues and answer platform-related questions.
• Create social media insights reports and presentation decks using the Dash Social platform.
• Work closely with Account Owners to provide support for customer accounts as required.
• Identify common user errors and provide timely solutions.
• Provide clear and simple troubleshooting steps via in-platform chat or virtually when required.
• Communicate progress on bugs and product questions to customers and prospects.
• Join customers on calls when needing to escalate bug resolutions.
• Escalate, follow, and communicate bug resolution.

Additional Information

At Dash Social, we strive to build great solutions that solve real problems for marketers and are unabashed about our unique ability to be the best at what we do. To achieve our goals as a company and provide a service to our customers that is unmatched, collaboration and support among the team is what propels us forward.

Dash Social would not exist without the dedicated employees who contribute their unique skills, voices, and ideas to the company's long-term success. Building a diverse and talented team is an integral part of creating an innovative and well-rounded product and work environment.

Dash Social's hiring practices and company culture does not condone discrimination based on race, religion, colour, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

Employee Benefits

At Dash Social, our team is our competitive advantage. We are committed to supporting one another and work hard to ensure everyone has the support they need. In addition to health and dental benefits for you and your family, you can also expect:

• Vacation, personal days and sick time
• RRSP/401k matching
• Annual mental health benefit
• Quarterly wellness benefit
• Donation matching program
• Parental leave top-up plan
• Work-from-home benefit
• Flexible working hours and location
• Departmental and team-wide bonding activities