Customer Service Representative
About The Position
At ActiveCo, a New Charter Company, we are seeking a Customer Service Representative (CSR) in Vancouver, BC 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.
Requirements
- 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.
Nice To Haves
- 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.
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.
Benefits
- growth and learning initiatives
- employee benefits
- company innovation
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
