Customer Service Representative

ActiveCo Technology Management; Port Coquitlam; On-site; CAD 45,000 - 52,000; Full time

Job summary

ActiveCo Technology Management in Vancouver, BC, is seeking a Customer Service Representative (CSR) to act as the central coordination point between clients and our technical services team while delivering exceptional customer support. This is a full-time, onsite position based in Vancouver, BC.

You will work closely with customers, field technicians, and internal operations teams to manage service requests, prioritize technician workloads, and ensure issues are resolved efficiently while

Qualifications

• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to manage multiple priorities.
• Customer-focused mindset with exceptional interpersonal skills.
• Strong problem-solving and critical-thinking abilities.
• Self-motivated, dependable, and able to take initiative in a fast-paced environment.
• Ability to remain composed and professional during high‑pressure customer situations.

Responsibilities

• Serve as the first point of contact for customer inquiries via phone, email, and other communication channels.
• Triage incoming service requests and assign work to technicians based on urgency, workload, and skill set.
• Monitor and adjust technician schedules throughout the day as priorities change.
• Provide professional, calm, and reassuring support to clients during outages or other urgent situations.
• Build and maintain strong customer relationships through proactive communication and exceptional service.
• Identify customer needs and connect them with the appropriate technician or internal resource.
• Track, document, and manage customer communications and follow-up activities.
• Coordinate with technicians and internal teams to ensure timely issue resolution.
• Monitor open service requests through completion and keep customers informed of progress.
• Assist with customer-facing documentation, quotes, reports, and administrative tasks.
• Maintain accurate records within company systems.
• Perform additional duties as assigned.

Skills

Communication

Organizational skills

Customer-focused

Problem-solving

Stays composed under pressure

Initiative

MS Office

Ticketing systems

Tools

MS Office

Ticketing systems

Job description

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you.

At ActiveCo, a New Charter Company, we are seeking a Customer Service Representative (CSR) in Vancouver, BC (in other companies this person could hold the title of Customer Support Representative, Client Services Coordinator, Service Coordinator) to serve as the central point of coordination between clients and our technical services team while delivering exceptional customer support.

This is a full-time, onsite position based in Vancouver, BC.

In this role, you will work closely with customers, field technicians, and internal operations teams to manage service requests, prioritize technician workloads, and ensure issues are resolved efficiently using customer service and ticket management systems. You will play a critical role in maintaining clear communication, coordinating multiple priorities, and providing a calm, reassuring experience for clients during both routine requests and high-pressure situations.

To be successful in this role, you should thrive in a fast-paced environment, be highly organized, and confidently manage competing priorities. Strong communication skills, sound judgment, and the ability to keep both customers and technicians informed throughout the service process are essential.

We understand that great candidates may not meet every requirement listed. If you meet around 70% of the qualifications and are excited about this role, we encourage you to apply.

General Job Duties Include

• Serve as the first point of contact for customer inquiries via phone, email, and other communication channels.
• Triage incoming service requests and assign work to technicians based on urgency, workload, and skill set.
• Monitor and adjust technician schedules throughout the day as priorities change.
• Provide professional, calm, and reassuring support to clients during outages or other urgent situations.
• Build and maintain strong customer relationships through proactive communication and exceptional service.
• Identify customer needs and connect them with the appropriate technician or internal resource.
• Track, document, and manage customer communications and follow-up activities.
• Coordinate with technicians and internal teams to ensure timely issue resolution.
• Monitor open service requests through completion and keep customers informed of progress.
• Assist with customer-facing documentation, quotes, reports, and administrative tasks.
• Maintain accurate records within company systems.
• Perform additional duties as assigned.

Required Experience

• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Customer-focused mindset with exceptional interpersonal skills.
• Strong problem-solving and critical-thinking abilities.
• Self-motivated, dependable, and able to take initiative in a fast-paced environment.
• Ability to remain composed and professional during high‑pressure customer situations.

Preferred Experience

• Experience supporting business clients or customer accounts.
• Experience coordinating service requests, dispatch operations, or ticket‑based workflows.
• Experience working within technology, managed services, or professional services environments.
• Proficiency with Microsoft Office and customer service or ticketing platforms.
• Ability to build long‑term customer relationships through exceptional service.

Compensation

The compensation is expected to start at $45,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above. The anticipated salary range for this position is $45,000–$52,000 annually.

Before You Apply

Glad you’re here! If you’re looking for a place to grow, contribute, and actually matter, keep reading.

Who We Are

ActiveCo exists to help businesses move forward faster, smarter, and with fewer headaches.

Since 1999, we’ve partnered with companies that are tired of reactive IT and want something better. We help them plan, improve, and use technology as a real advantage, not a constant frustration.

We don’t do transactional work. We build long-term relationships and earn that by consistently showing up and delivering.

What It’s Like Here

This is a team of people who care.

About the work. About each other. About getting it right.

We take ownership, step in when needed, and work through challenges together. You’ll be trusted to think, contribute, and keep growing your skill set.

You will be challenged here, but you’ll also be supported. If you’re someone who wants to improve, take pride in your work, and be part of a team that has your back, you’ll do well here.

We’re not perfect, but we’re always getting better, and we expect everyone on the team to be part of that.

What We Value

• Own it
• Do the right thing
• Get better every day
• Win as a team

ActiveCo, a New Charter Company, is committed to creating an inclusive environment and is proud to be an equal opportunity employer. ActiveCo, a New Charter Technologies Company, recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.