Customer Success Representative Reports to: Head of Customer Success Compensation: $51,000 Role Overview The Customer Success Representative serves as a key point of contact and first impression for customers. This role is responsible for managing incoming inquiries, coordinating service requests, and ensuring a seamless customer experience. You will act as a liaison between customers, service teams, and sales, while also supporting contract review and approval processes. This position is ideal for candidates who thrive in a fast-paced environment, enjoy problem-solving, and excel at delivering exceptional customer service. Key Responsibilities Customer Experience & Support Serve as the primary point of contact for incoming customer calls and inquiries Resolve customer concerns and complaints in a professional and timely manner Provide accurate information and ensure a high standard of service at all times Order & Service Coordination Process, verify, and manage customer orders using internal systems Schedule service requests and coordinate with field technicians Communicate with internal teams to resolve order or service-related issues Sales & Contract Support Review, audit, and approve sales contracts for accuracy and completeness Collaborate closely with Sales to ensure smooth contract execution Support outbound customer engagement and soft-selling initiatives (as needed) Systems & Reporting Maintain accurate customer records in Salesforce and internal systems Manage and prioritize the service queue Generate and support reporting for customer service performance and operations Process credit card transactions for applicable orders Team Collaboration & Continuous Improvement Partner with cross-functional teams (Sales, Operations, Finance) to improve processes Contribute ideas to enhance efficiency, accuracy, and customer satisfaction Participate actively in team initiatives and departmental improvements Qualifications Must-Have Bilingual in English and French 2–5 years of experience in a call center or customer service environment Strong proficiency in Microsoft Office (Excel, Word, Outlook) Excellent communication and interpersonal skills Strong problem-solving and multitasking abilities High attention to detail and accuracy Ability to work flexible hours (between 8:00 AM – 8:00 PM weekdays) Comfortable working on a computer and phone for extended periods Nice-to-Have Experience with Salesforce or CRM systems Background in retail, hospitality, or service-based industries Experience with outbound calling or soft sales techniques Knowledge of hygiene, facilities, or consumables industries Working Conditions Primarily office-based role with significant time spent on calls and computer systems Fast-paced environment with multiple priorities and deadlines Requires sustained focus, attention to detail, and adaptability What You’ll Bring Strong customer-first mindset Ability to collaborate across teams with professionalism and tact Positive, outgoing attitude with a solution-oriented approach High level of organization and accountability Why Join Us Opportunity to play a key role in customer experience and business success Collaborative and supportive team environment Exposure to cross-functional teams and business operations Career growth opportunities within a growing organization VACANT ROLE