Customer Success Representative (Markham)

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, serving as a liaison between customers, service technicians, and sales representatives, and completing reviews and approvals of contracts. The position requires strong computer skills, problem‑solving ability, CRM (Salesforce) proficiency, and superb communication and interpersonal skills.Key Responsibilities

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. Processes 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 provides customer service management with the data for inclusion in various scheduled and special reports.Performs assigned system maintenance on various electronic order or customer files. Participates and provides expertise as a member of the customer service’s departmental team, recommending changes to existing methods and systems to increase accuracy, efficiency and responsiveness. Assists in managing the service queue in Salesforce.Reviews, audits and approves sales contracts. Other duties as assigned. Knowledge and Experience

Essential

Proficiency in Microsoft Office and related programs. 2–5 years of experience in a call centre environment. Willingness 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. Desirable

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 navigate between all departments with tact and diplomacy. Outgoing personality. Ability to multitask. Strong customer relations skills. Excellent telephone skills. Attention to detail and high levels of accuracy, required for long hours of concentration. Ability to meet deadlines that can cause stress.Compensation

Expected Total Compensation: $51,000 EEO Statement

Citron Hygiene is an equal opportunity employer and welcomes applications from qualified individuals from all backgrounds and abilities. In addition, reasonable accommodations may be made to enable individuals with disabilities throughout the recruitment process and to perform the essential functions of this position.

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