Customer Experience Specialist
About The Position
At RFNOW Inc., we are a leading Internet Telecommunications Service Provider dedicated to delivering high-speed, reliable internet connectivity to residential and business subscribers. We are looking for a Customer Experience Specialist to join our team and become a front-line ambassador for our company. In this role, you will be responsible for delivering exceptional customer service and ensuring the satisfaction of our customers. As a Customer Experience Specialist, you will be a customer-focused professional who is passionate about providing exceptional service. You will interact with both residential and business internet subscribers, addressing their inquiries, assisting with account and billing inquiries, and working to resolve any customer concerns. You’ll ensure customers are satisfied with our services while helping to retain their business and gather feedback to improve our offerings.
Requirements
- Applicants must be eligible to work in Canada
- Must have a valid driver's license
- Proven experience in a customer service role, preferably in the telecommunications or technology industry.
- Strong problem-solving, multitasking, and time-management skills.
- Excellent verbal and written communication abilities.
- Proficiency with computer systems and customer service software.
- Ability to work flexible schedules, including evenings, weekends, and holidays.
Responsibilities
- Maintain a friendly, professional, and patient demeanor when engaging with customers, even in challenging situations.
- Actively listen to customer concerns, ask clarifying questions, and provide empathetic resolutions.
- Follow up with customers to ensure issues are resolved to their satisfaction.
- Collect customer feedback and provide insights to improve products, services, and processes.
- Respond to customer inquiries regarding account details, billing statements, and payment processing via phone and email.
- Assist customers with setting up or updating payment methods, reviewing invoices, and explaining charges.
- Process account changes such as plan upgrades, downgrades, and cancellations, while prioritizing customer satisfaction.
- Maintain accurate customer records in the CRM system.
- Handle escalated customer issues professionally, aiming to resolve concerns and retain their business.
- Keep accurate and up-to-date records of customer interactions, retention efforts, and outcomes.
- Proactively reach out to customers with expiring contracts or subscriptions to discuss renewal options and offer value-driven solutions.
- Offer tailored solutions, including promotions, discounts, or upgrades, to customers considering cancellation or downgrades.
Benefits
- health, dental, vision, and life insurance
- EAP
- paid time off
- company-provided technology & tools
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
