Customer Experience Specialist

Exciting Career Opportunity at RFNOW – Customer Experience Specialist Location: Manitoba, Canada Employment Type: Full-time, Remote Position About Us: At RFNOW Inc., we are a leading Internet Telecommunications Service Provider dedicated to delivering high-speed, reliable internet connectivity to residential and business subscribers. We are looking for a Customer Experience Specialist to join our team and become a front-line ambassador for our company. In this role, you will be responsible for delivering exceptional customer service and ensuring the satisfaction of our customers. Position Overview: As a Customer Experience Specialist, you will be a customer-focused professional who is passionate about providing exceptional service. You will interact with both residential and business internet subscribers, addressing their inquiries, assisting with account and billing inquiries, and working to resolve any customer concerns. You’ll ensure customers are satisfied with our services while helping to retain their business and gather feedback to improve our offerings. Key Responsibilities: Customer Satisfaction: * Maintain a friendly, professional, and patient demeanor when engaging with customers, even in challenging situations. * Actively listen to customer concerns, ask clarifying questions, and provide empathetic resolutions. * Follow up with customers to ensure issues are resolved to their satisfaction. * Collect customer feedback and provide insights to improve products, services, and processes. Account & Billing Inquiries: * Respond to customer inquiries regarding account details, billing statements, and payment processing via phone and email. * Assist customers with setting up or updating payment methods, reviewing invoices, and explaining charges. * Process account changes such as plan upgrades, downgrades, and cancellations, while prioritizing customer satisfaction. * Maintain accurate customer records in the CRM system. Customer Retention: * Handle escalated customer issues professionally, aiming to resolve concerns and retain their business. * Keep accurate and up-to-date records of customer interactions, retention efforts, and outcomes. * Proactively reach out to customers with expiring contracts or subscriptions to discuss renewal options and offer value-driven solutions. * Offer tailored solutions, including promotions, discounts, or upgrades, to customers considering cancellation or downgrades. Qualifications & Experience: * Proven experience in a customer service role, preferably in the telecommunications or technology industry. * Strong problem-solving, multitasking, and time-management skills. * Excellent verbal and written communication abilities. * Proficiency with computer systems and customer service software. * Ability to work flexible schedules, including evenings, weekends, and holidays. Requirements: * Applicants must be eligible to work in Canada * Must have a valid driver's license Why Join RFNOW? * Competitive Compensation – Recognizing and rewarding your expertise. * Career Growth & Development – Opportunities for professional advancement. * Comprehensive Benefits Package – Including health, dental, vision, and life insurance, EAP, paid time off, company-provided technology & tools, and more! * Collaborative & Innovative Work Environment – Work alongside industry experts in a forward-thinking organization. If you thrive in a fast-paced environment and enjoy helping others, we encourage you to apply online for this rewarding opportunity. Please visit www.rfnow.com/careers [https://www.rfnow.com/about/careers/] to view our job opportunities. RFNOW Inc. is an equal-opportunity employer. We welcome applications from people from all backgrounds and capabilities. Applicants are welcome to request necessary accommodations throughout our employment process. About RFNOW Inc. RFNOW Inc. is a successful, dynamic organization with opportunities to grow and specialize in a number of areas within the field of technology and construction including broadband wireless communication, fibre optics, network architecture/maintenance, directional drilling, cable plowing, line locating, tower building, residential and commercial service connections, and heavy equipment operation and maintenance. Learn more at www.rfnow.com [http://www.rfnow.com/] Monday – Friday 8:00pm – 5:00pm, must be able to work shift work, evenings and weekends

The specialist serves as a front-line ambassador handling residential and business inquiries regarding accounts, billing, and service issues. They are responsible for ensuring customer satisfaction, managing retention efforts, and gathering feedback to improve company offerings.

Candidates must have proven customer service experience, preferably in telecommunications or technology, and be eligible to work in Canada. A valid driver's license and the ability to work flexible shifts, including evenings and weekends, are required.

• Health Insurance • Dental Insurance • Vision Insurance • Life Insurance • Employee Assistance Program (EAP) • Paid Time Off • Company-provided Technology & Tools

• Customer servicePreferred

Identified from the job description. Confirm important requirements above.

• Customer Service
• Problem Solving
• Multitasking
• Time Management
• Verbal Communication
• Written Communication
• CRM Software
• Customer Retention
• Billing Inquiry Resolution
• Account Management
• Conflict Resolution
• Active Listening

• Customer Service & Support
• Technology
• Administrative

Minimum experience

2+ years

Posting language

English

Working hours

40 hours per week