Customer Service Representative

Canadian Fiber Optics; Grande Prairie; On-site; CAD 38,000 - 54,000; Full time

Benefits offered by this job

Commission-based pay

Safe work environment

Job summary

Canadian Fiber Optics is seeking a reliable Customer Service Representative to join our growing team. The ideal candidate has a strong background in customer service, preferably with call center experience, and a passion for delivering positive customer experiences.

The role involves assisting residential and business customers by phone, email, and chat, troubleshooting tier 1 issues, guiding upgrades, and documenting interactions in our CRM. Evening and weekend availability is required.

Qualifications

• Minimum 2 years of experience in a similar role.
• Experience in customer service; call center experience preferred.
• Knowledge of technical support is an asset but not required.

Responsibilities

• Engage with customers via phone, email, and chat to resolve questions on products, billing, and services.
• Troubleshoot tier 1 technical issues such as Wi-Fi connectivity and outages.
• Assist with service upgrades and feature activations.
• Document interactions accurately in the CRM and follow up to ensure satisfaction.
• Meet or exceed customer satisfaction and service quality metrics.

Skills

Customer service

Call center experience

Technical support knowledge

Tools

CRM software

Job description

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 Service Representative 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, 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 at a tier 1 level 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.
• Experience in customer service
• Knowledge of technical support is an asset but not required
• 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.
• Knowledge of construction or fiber optic technology is an asset.

What We Offer:

At Canadian Fiber Optics Corp. our priority is our employees. The “work-hard-play-hard" isn’t just a saying for us - we are agile, passionate and energetic. We check our egos at the door, roll up our sleeves, move fast, get things done and support each other. Our leaders inspire the team, truly welcoming all members to be open, honest and provide feedback without fear of judgement. We want the curious, the champions and the collaborators.

We are consistently working to provide a safe work environment, competitive wages - including strong commission-based compensation, and many opportunities to learn and grow. If you commit to delivering results and make a difference, we look forward to hearing from you.

Work Schedule:

• Must be available to work evenings and weekends based on customer and business needs.