Customer Success Representative

Job Description

Job description

This is a permanent full-time position, scheduled Monday-Friday between 8am-6pm. Vista Services offers a hybrid work model, 2 days from home and 3 days in the office. The office is located at Hunt Club and Prince of Wales Drive. There is the opportunity to be fully remote if outside of the Ottawa area.

About Vista Services

Vista Services is more than just a financial partner – we are helping communities, the people that live within them and the local contractors that service the area. Our dealers are experts in the water heater, HVAC, and residential infrastructure sector. Having both ownership from local management and an infrastructure fund managed by an award-winning investment manager, we are a well-capitalized company looking to grow organically, geographically and by acquisition.

Job purpose/mandate

The Customer Success team is the first point of contact for Vista’s thousands of customers. The Customer Success Representative (CSR) must be able to solve problems, make informed decisions, multi‐task, and work in a fast‐paced time sensitive environment. The CSR works to achieve the best results for the company and our customers.

Duties and Responsibilities

• Professionally handle requests from customers and ensure that issues are resolved both promptly and thoroughly by working effectively through email, answering incoming calls, and making outbound calls to customers.
• Maintaining a high level of productivity achieving the daily goals set by management.
• Manage large volumes of inbound and outbound calls throughout the working day and resolve each in a timely manner.
• Thoroughly and efficiently gather customer information, access, and fulfill customer needs, such as confirming payment schedules and amounts or determining reasons for slow or short payments to ensure collection of outstanding invoiced amounts.
• Troubleshoot customer issues over the phone. Handle issues in the best interest of both the customer and the company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Partnering with customers to develop relationships and provide a superior level of customer service.
• Reconciling customer accounts and making follow-up calls to identify and solve any payment issues.
• Reconciling move in/move out notices from customers to ensure accurate billing information.
• Customer Retention processes contract assignments & buyout requests,
• Prepares correspondence and fulfills needs of existing customers that are at risk of cancelling service.
• Assists with calling customers to update billing preferences. Addresses complaints with the goal of increasing satisfaction and securing renewals or saves.
• May offer discounts or special deals as needed and within pre-established limits.
• Liaising with site managers and other internal departments on collection efforts and providing relevant reports.
• Making collection calls on overdue accounts.
• Builds relationships across all levels. Maintains excellent customer service relationship with internal and external customers.
• Collaborates with cross functional departments such as Billing, Accounting, and Accounts Payable team.
• Maintaining comprehensive collection notes on all customer contact and documenting files regarding outstanding issues.
• Preparing write-off reports for approval.
• Requesting credit reports on an as needed basis.

Knowledge and Skills

• 3-5 years of experience in a customer service or help desk capacity required.
• Experience with multiline telephones, email, and personal computers necessary.
• Experience with Internet Explorer, and Microsoft Office preferred.
• Knowledge of leasing and financial contracts is an asset.
• Post-secondary education in relevant fields is considered an asset.

Competencies

Interpersonal Skills – Strong ability to communicate to prospective clients and teammates. Has a pleasant, patient, and friendly attitude.

Integrity – Demonstrated passion for excellence with respect to treating and caring for customers. Strong work ethic.

Attention to Detail – Ability to accurately manage all sales-related paperwork and communication.

Interpersonal Skills – Strong ability to communicate with clients and sales team, both written and verbally (telephone skills).

Organizational Skills – Excellent time-management.

Initiative – Motivated self-starter.

Multi-tasking – Ability to manage multiple accounting functions and projects simultaneously.

Job Types: Full-time, Permanent

Pay: $45,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Employee assistance program
• Extended health care
• On-site parking
• Paid time off
• RRSP match
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Work Location: Hybrid remote in Nepean, ON K2E 8A3

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