Company Overview
ESSE is Canada's leader in advanced septic system performance management. With 20+ years of experience, we're a fast-growing platform serving residential and commercial clients across Ontario. We're known for doing septic the right way — with modern equipment, strong systems, and a team that takes pride in the work.
We're an entrepreneurial company with real career progression. Our Customer Success team is the front door of the business, and we're investing in it heavily.
Summary
We're hiring a Customer Success Representative to join our Brantford office. This is a sales-driven, inbound-heavy role — you'll be the first point of contact for prospective and existing customers, and your job is to convert inquiries into booked jobs and signed maintenance agreements.
You'll handle around 50 inbound touches per day across phone, email, text/chat, website forms, and voicemail. You'll also do outbound follow-ups, retention calls, and reactivation outreach. You'll work closely with dispatch to schedule work and with the broader CS team to keep customers moving through the funnel.
This role is for someone who's a natural communicator, fast on the tools, and energized by hitting numbers. If you like solving customer problems and closing the deal, this is your role.
The Role
We're hiring a Customer Success Representative to join our Brantford office. This is a sales-driven, inbound-heavy role — you'll be the first point of contact for prospective and existing customers, and your job is to convert inquiries into booked jobs and signed maintenance agreements.
You'll handle around 50 inbound touches per day across phone, email, Podium (text/chat), website forms, and voicemail. You'll also do outbound follow-ups, retention calls, and reactivation outreach. You'll work closely with dispatch to schedule work and with the broader CS team to keep customers moving through the funnel.
This role is for someone who's a natural communicator, fast on the tools, and energized by hitting numbers. If you like solving customer problems and closing the deal, this is your role.
What You'll Do
- Manage 50+ inbound inquiries per day across phone, email, Podium, website forms, and voicemail
- Convert inbound inquiries into booked inspections, maintenance agreements, and service jobs
- Provide quotes and close on quote requests
- Handle existing customer questions on scheduling, billing, and service status
- Manage inbound inquiries from referral sources (realtors, engineers, installers, manufacturers)
- Conduct outbound follow-ups, retention calls, and reactivation outreach (~20% of your time)
- Work directly with dispatch to schedule work, confirm appointments, and manage customer expectations
- Maintain accurate customer records in CRM
- Respond quickly and professionally to maintain ESSE's reputation for service excellence
- Hit individual and team conversion, booking, and retention targets
What You Bring
Required:
- 5+ years of customer success, inside sales, or customer service experience in a sales-driven environment
- Excellent verbal and written communication skills — clear, professional, and customer-focused
- Strong sales instincts — comfortable asking for the booking, handling objections, and closing
- High comfort level with technology — fast learner, able to multi-task across multiple tools simultaneously
- Strong organizational skills and attention to detail
- Ability to thrive in a high-volume, fast-paced inbound environment
- Reliable, professional, and team-oriented
Nice to Have:
- Experience in plumbing, waste management, or related trades/home services
- Bilingual (English/French)
- Prior experience with Optsy, Podium, QuickBooks Online, or similar field service / CRM tools
- Experience handling B2B referral relationships (realtors, engineers, contractors)
Why ESSE
- Be part of a fast-growing septic platform with 20+ years as the industry leader in advanced septic system performance management
- Entrepreneurial culture where your work is seen and your performance is rewarded
- Bonus incentive tied to performance — your effort directly impacts your earnings
- Training and career progression available — we invest in our people
- A team that takes the work seriously and delivers real results for customers
Pay: $48,000.00-$58,000.00 per year
Benefits:
- Dental care
- Extended health care
Work Location: In person
