Customer Service Manager responsible for delivering seamless customer experiences and improving team workflows for client. Championing customer voice in decisions across the business with performance metrics.
About the role
- Customer Service/Technical Support Rep assisting clients with technical inquiries and service questions. Ensuring high-quality customer experience for leading global brands in Niagara Falls, Canada.
Responsibilities
- You are the point of contact for all technical inquiries about hardware, software, or other designated client products.
- Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures.
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
- Clarify customer requirements; probe for understanding; use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking.
- Prepare complete and accurate work including appropriately notating of accounts as required.
- Maintain broad knowledge of client products, such as: smartphones, tablets, computers, and wearables.
- Deliver expert customer experiences…with a smile.
Requirements
- Must live within 64 KM from the Niagara Falls location.
- 1 year of customer service experience or equivalent, with a High School diploma or GED.
- Effective communication skills in English, both written and verbally.
- Familiarity with iOS and/or macOS, or comparable technology, is preferred.
- The natural instinct to multitask, be flexible, and the ability to adapt to changes.
- The ability to learn including strong problem-solving skills.
- Patience in working with customers is second nature for you.
- The availability to work during the Hours of Operation: 8:00 am-11:30 pm EST Monday-Sunday. Your schedule will change every 3 months and is based on performance.
Benefits
- medical, dental, and vision insurance
- comprehensive employee assistance program (EAP)
- registered retirement savings plan
- paid time off and holidays
- paid training days
- opportunity to work from home after 90 days
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