Job Description
Great companies start with great people!Citron is a people first organization. Which is to say, our strength comes from our teams of professionally-trained and Citron Certified Technicians. Citron Hygiene is first and foremost a service business specializing in hygiene, sanitation and disinfection services for washrooms and common areas that meet the needs of commercial establishments and property managers. At Citron Hygiene, we have created a fun, inclusive, collaborative, and team-oriented culture. All departments work together to achieve company goals, with camaraderie and respect. We are completely committed to fostering a great culture because we value our internal talent and work hard on maintaining an environment that provides opportunity to those who seek it out.
Role Profile
Reporting directly to the Head of Customer Success, the Customer Success Representative is critical as the first impression of Citron. This role includes helping to field customer calls, serve as a liaison between customers, service technicians, and sales representatives, and complete reviews and approvals of contracts. This role would assist customers in scheduling services and be the first point of contact to resolving concerns and work closely with Sales on their contracts review and approval. They must have excellent computer skills, good problem-solving ability, CRM (Sales Force) and superb communication and interpersonal skills. The position requires time on the phone, a good deal of patience and the ability to multi-task.
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Key Responsibilities
Under the supervision of the Head of Customer Success, the duties and responsibilities of the Customer Success Representative include, but are not limited to, the following:
- Receives, processes and verifies the accuracy of orders from customers utilizing the organization’s internal systems and customer purchase orders.
- Initiates required action for response to customer service requests.
- Process credit card information for online orders.
- Ensures and provides quality service to both internal and external customers.
- Responds professionally to all customer calls, providing exceptional resolution to customer issues and complaints, where required.
- Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of order-related issues.
- Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports.
- Performs assigned system maintenance to various electronic order or customer files.
- Participates and provides expertise as a member of the customer service’s departmental team. The team's objectives are to develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department.
- Assisting to manage the service queue in Salesforce.
- Review, audit and approve Sales contracts
- Other duties as assigned.
Internal: Ongoing contact with personnel at all levels within Citron – especially but not limited to: - regional and strategic team members in sales, operations, finance and sales support functions, Team leaders, Sales leadership, Sales Operations team members.
External: Customer Contacts will include local decision makers, business owners and existing customer contacts.
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Knowledge and Experience
Essential
- Bilingual in both English and French
- Proficiency in Microsoft Office and suite of programs.
- 2 -5 years of experience in a call centre environment
- Must be willing to work flexible hours between 8 a.m. and 8 p.m. on weekdays;
- Able to work on a computer for long periods of time;
- Experience in retail or hospitality considered an asset.
- Experience with Salesforce will be considered an asset.
- Knowledge of the washroom or consumable industry markets.
- Outbound calling – soft selling skills
Skills Required
- Ability to successfully navigate with all departments with tact and diplomacy.
- Outgoing personality.
- Ability to multitask.
- Strong in customer relations; and
- Excellent telephone skills
- It is required to spend long hours concentrating, which will require attention to detail and high levels of accuracy;
- It is required to meet a number of deadlines that can cause stress.
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