Customer Success Representative

Citron Talent Acquisition Team•Markham, ON

2d•CA$51,000•Onsite

About The Position

The Customer Success Representative serves as a key point of contact and first impression for customers. This role is responsible for managing incoming inquiries, coordinating service requests, and ensuring a seamless customer experience. You will act as a liaison between customers, service teams, and sales, while also supporting contract review and approval processes. This position is ideal for candidates who thrive in a fast-paced environment, enjoy problem-solving, and excel at delivering exceptional customer service.

Requirements

Bilingual in English and French
2–5 years of experience in a call center or customer service environment
Strong proficiency in Microsoft Office (Excel, Word, Outlook)
Excellent communication and interpersonal skills
Strong problem-solving and multitasking abilities
High attention to detail and accuracy
Ability to work flexible hours (between 8:00 AM – 8:00 PM weekdays)
Comfortable working on a computer and phone for extended periods
Strong customer-first mindset
Ability to collaborate across teams with professionalism and tact
Positive, outgoing attitude with a solution-oriented approach
High level of organization and accountability

Nice To Haves

Experience with Salesforce or CRM systems
Background in retail, hospitality, or service-based industries
Experience with outbound calling or soft sales techniques
Knowledge of hygiene, facilities, or consumables industries

Responsibilities

Serve as the primary point of contact for incoming customer calls and inquiries
Resolve customer concerns and complaints in a professional and timely manner
Provide accurate information and ensure a high standard of service at all times
Process, verify, and manage customer orders using internal systems
Schedule service requests and coordinate with field technicians
Communicate with internal teams to resolve order or service-related issues
Review, audit, and approve sales contracts for accuracy and completeness
Collaborate closely with Sales to ensure smooth contract execution
Support outbound customer engagement and soft-selling initiatives (as needed)
Maintain accurate customer records in Salesforce and internal systems
Manage and prioritize the service queue
Generate and support reporting for customer service performance and operations
Process credit card transactions for applicable orders
Partner with cross-functional teams (Sales, Operations, Finance) to improve processes
Contribute ideas to enhance efficiency, accuracy, and customer satisfaction
Participate actively in team initiatives and departmental improvements