Customer Care - Edmonton or remote

Job summary

The Customer Care Representative manages incoming inquiries, resolves technical issues, and builds relationships with customers to ensure a positive experience. They are also responsible for scheduling orders, creating service invoices, and providing software training to clients.

Job details

Role overview The Customer Care Representative is responsible for delivering outstanding service to NextGen Automation’s customers by managing inquiries, resolving issues, and building lasting relationships. This role requires effective communication, technical support, and collaboration with internal teams to ensure customer needs are met promptly and professionally, contributing to a positive customer experience and organizational success. Daily responsibilities will include the following: * Manage large volume of incoming phone calls. * Greet customers warmly and ascertain problem or reason for calling. * Build sustainable relationships and trust with customer accounts through open and interactive communication. * Provide prompt, accurate and courteous responses to customers. * Demonstrates ownership to resolve challenging issues, escalating when necessary. * Assist with scheduling client orders, equipment, and manpower. * Create and issue service invoices. * Provide outstanding technical support for customers. * View inquiries as opportunities to exceed customer expectations. * Respond to telephone and email inquiries from individuals utilizing our online software. * Follow up on customer requests to ensure complete handling of the caller’s inquiry. * Create cases for new features and solutions for our development team to implement. * Educate and provide training to customers on using various aspects of the software. * Working with other departments – service team leads and service manager. Qualifications and Skills Required: * A passion for providing exceptional customer service. * Patience to able to stay calm in an intense environment. * Proven experience in conflict management. * Strong understanding of customer service best practices. * Proven aptitude to function within deadlines, while working both independently and as part of a team. * Strong attention to detail. * Professional and positive attitude. Additional Skills that would be an asset would include: * Excellent communication skills (written and verbal). * Excellent documentation skills. * Ability to multitask. * Strong organizational skills. * Adaptability and flexibility to deal with different customers and needs in a brief period. * Leadership skills

What you’ll do

The Customer Care Representative manages incoming inquiries, resolves technical issues, and builds relationships with customers to ensure a positive experience. They are also responsible for scheduling orders, creating service invoices, and providing software training to clients.

Requirements

Candidates must have a passion for customer service, the ability to remain calm in intense environments, and proven experience in conflict management. Strong attention to detail, organizational skills, and the ability to work both independently and within a team are required.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• adaptability · Preferred
• Leadership · Preferred
• Attention to detail · Preferred
• Documentation · Preferred
• Multitasking · Preferred
• Communication Skills · Preferred
• Technical Support · Preferred
• invoicing · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Technical Support
• Conflict Management
• Communication Skills
• Documentation
• Multitasking
• Organizational Skills
• Adaptability
• Leadership
• Problem Solving
• Time Management
• Attention To Detail
• Software Training
• Invoicing
• Patience
• Effective Communication
• Positivity
• Automation
• Communication
• Interactive Communications
• Scheduling
• Greeting Customers
• Detail Oriented

Job areas

• Customer Service & Support
• Software
• Administrative
• Technology
• Customer Care Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

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