Customer Service Representative

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

Job summary

Canadian Fiber Optics is seeking a reliable Customer Service Representative to join our growing team. The ideal candidate will be energetic, outgoing, and driven to exceed customer expectations with a strong background in customer service, preferably with call center experience and a passion for creating positive customer experience.

The role involves assisting residential and business customers via phone, email, and chat, resolving issues, guiding upgrades, and maintaining high satisfaction

Qualifications

• Minimum 2 years experience in a similar role.
• Experience in customer service.
• Knowledge of technical support is an asset.
• 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.

Responsibilities

• 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.

Skills

Communication

Call center experience

Organizational skills

Time management

Problem solving

Multitasking

Team player

Adaptable

Fiber optic knowledge

Written communication

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.

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 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