Customer Success Manager à United States

CUSTOMER SUCCESS REPRESENTATIVE

Critical Environment Technologies Canada Inc

#145, 7391 Vantage Way, Delta, BC V4G 1M3

ABOUT US:

Critical Environment Technologies (CET) is a leader in the design & manufacture of gas detection and indoor air quality systems. CET focuses on quality product and unmatched service and support. CET sells over 50 different products and has sold over 50,000 units in 23 countries, including all US states and Canadian provinces. Our controllers, transmitters and self-contained systems are installed in commercial HVAC, institutional, municipal and industrial applications including parkades, refrigeration plants, commercial swimming pools, water purification plans, arenas, wineries, breweries, and wastewater treatment plants.

ABOUT THE JOB:

CET is looking for a world class Customer Success Representative to join our team. As part of the Customer Success team, you will bring your expertise and winning personality to deliver exceptional service and solutions to customers in a high-energy environment. The Customer Success team first and foremost is a team that prioritizes our customers’ needs. Along with delivering excellent value to our customers, you will collaborate with many of our internal customers across the company such as Production, Supply Chain, and Engineering. This is an in-office role based in Delta, BC. Monday – Friday 8 am – 4:30 pm.

KEY RESPONSIBILITIES:

1. Deliver an exceptional customer experience such that our customers keep coming back.
2. Respond promptly and professionally to customer inquiries via emails, phone calls, and web chats while adhering to defined SLAs.
3. Maintain a friendly and empathetic communication style, aiming to leave a positive impression on customers.
4. Serve as the initial contact for customers, representing the company's values and dedication to customer satisfaction.
5. Collaborate closely with internal teams to ensure customer requests are directed to the relevant departments, such as technical support, sales, or field service.
6. Assist with order entry and service coordination when required, ensuring accurate and efficient processing.

JOB REQUIREMENTS:

1. 1-3 yrs experience in a customer service or sales role.
2. Collaborative attitude, able to work effectively within a team and across departments.
3. Strong customer service orientation with a genuine desire to assist customers and exceed their expectations.
4. Demonstrated ability to manage multiple tasks and priorities while maintaining attention to detail.
5. Able to deal with people tactfully, diplomatically, and professionally at all times.
6. High school diploma or equivalent. Associate's or bachelor's degree in business, communications, or a related field is a plus.