Job Description
Position: Customer Support & Order Processing
Reports To: Customer Support Manager
Regular Contacts: Customer Support Team, Sales Team
Place of Work: 1788 Drew Rd, Mississauga, Ontario
Hours of Work: 37.5 per week
Overview
The Customer Service Representative is the face of the company and is critical to the success of the business. The role has a direct impact on client satisfaction, and by extension, our ability to retain clients. This role is ideally suited to someone already working as a Customer Support Rep who is looking to make the move to an exciting, growing tech company, or somebody with transferable skills looking for an entry level position. We welcome applications from new graduates.
Responsibilities
The Customer Support Rep must be a tech-savvy self-starter, who is extremely passionate about serving the needs of clients. They will work as part of a team to resolve customer issues and process new hardware orders and Bell Mobility activations as well as GPS Troubleshooting. They provide support via phone, e-mail and the company ticketing system.
Nice to have!
Bilingual individuals with native Canadian French and strong English are an asset.
Customer Support:
- Thoroughly learn LVM Tech’s core product offerings, including Bell Mobility, GPS Fleet Management and Hours of Service (HOS) and be able to adequately support our customers
- Own and manage a queue of support tickets and resolve in a timely fashion, according to company Service Level Agreements (SLAs)
- Answer calls and take messages for other reps when they are unavailable
- Maintain a healthy working relationship with customers, resellers and suppliers
- Escalate issues to the Customer Support Manager where needed
- Be familiar with all of the current hardware supplied by LVM Tech and help manage inventory
- Take part in weekly ticket reviews and feedback sessions
- Learn internal systems and processes and suggest better and more efficient ways of working
- Be familiar with the company Knowledge Base and suggest new articles to include, and updates to existing articles
- Train new and existing staff in systems and processes
Order Processing:
- Process all new orders and Bell line activations within specified timeframes
- Onboard new accounts and hardware for GPS and HOS customers
- Ship orders to customers using the company Purolator account
- Take payments from customers and invoice them
- Work with the Accounting team to ensure customers are billed correctly
Other:
- Carry out general office administration duties as required
- Attend and contribute to team meetings
- Maintain excellent attendance and punctuality
- Any other responsibilities deemed reasonable by the company
Requirements
- Previous experience in a Customer Support role, or experience of working in the Telecoms sector is an advantage
- First-rate customer service skills, with an ability to multitask and a willingness to always do the right thing for customers
- Excellent written and phone communication skills
- Ability to learn new software packages and web-based systems
- The ability to problem-solve, think on your feet and maintain high standards of output while under pressure
- Above average computer skills, with knowledge of Microsoft Office products
- Experience using CRM software such as Freshdesk, Zendesk or Zoho is an advantage
- Ability to commute daily to our office near Dixie/Derry in Mississauga
- Ability to work occasional evening and weekend overtime if required
Other Information
LVM Tech is a family-owned, growing business with a great corporate culture that punches well above its weight! We support our employees to achieve their full potential and empower them with training and the latest technology.
We work hard and like to have fun while doing it! We provide lunch for all employees once a month and hold social gatherings several times a year. We are always interested to hear from great candidates who feel they have something to contribute.
Job Types: Full-time, Permanent
Pay: $20.00 per hour
Benefits:
- Casual dress
- Company events
- On-site parking
- Paid time off
Ability to commute/relocate:
- Mississauga, ON: reliably commute or plan to relocate before starting work (required)
Education:
- Secondary School (required)
Experience:
- Customer service: 1 year (required)
Work Location: In person
