Bilingual Client Solutions Representative

Description
  •  The Support Team consists of five staff providing services to clients Monday to Friday (except common US/Canada Stat Holidays), from 8:00 am through 8:00 pm.
  • While on-call, the CSR must be responsive within 1 hour of message delivery and on-call emergency support is required 24/7/365. On-call duties are rotated amongst the team.
  • We track over 500 active clients representing the major share of the marketplace, with more than 2.0 billion square feet relying on the platform.
  • We are the market leader whose clients depend on our Service and Support Excellence as a key strategic differentiator in their business success.
Responsibilities
  • You are the client advisor and advocate. You are required to take full ownership, accountability, and responsibility for the client’s service needs.

  • You are responsible for total client care and satisfaction with every support interaction.

  • You are expected to meet overall team performance goals and Service Level Agreement requirements.

  • Working independently with minimal supervision, you manage workflow ensuring clients receive timely and appropriate responses, escalations, and resolutions.

  • Your commitment, work ethic, and professionalism ensure proper shift and emergency support coverage at all times.

  • Perform incident management and support activities including troubleshooting, analysis, escalations, and follow-up services over the phone, online, and via email to clients.

  • Work collaboratively within a team of CSRs ensuring targets are met and standards of excellence are consistently achieved.

  • Develop, maintain and deliver robust, flexible methods and services ensuring the highest quality and most responsive service is provided to both internal and external customers.

  • Coordinate and manage client issues including escalations as required.

  • Update and implement methodologies to enhance client satisfaction through first call resolution, peak time response levels, and consistent quality of support that  meets client needs and exceeds client expectations.

  • Maintain the support ticketing process, and as a subtask to that ensure the early identification, tracking, reporting, and follow-up of client reported product faults, deficiencies, defects, enhancement requests, and other service needs.

  • Crosstrain with other staff to ensure that clients are serviced in a consistent high- quality manner and can always confirm their satisfaction with the services provided.

  • Drive other client related processes as required, including but not limited to items such as deactivations, client audits, custom report requests, and other duties as assigned.

Requirements
  • Collaboration within the support team related to client servicing activities, approaches, solutions, and manners with the unsupervised actionable intent of implementing corrective and improvement measures.

  • Minimum 3 years of experience in a client facing B2B customer service/technical assistance environment that focuses on client satisfaction.

  • Positive can-do approach

  • Spirit of excellence as seen in quality of service as perceived by our clients and peers

  • Requires a well-rounded set of competencies encompassing industry/business/job knowledge, technical skill, customer focus, and  professional accountability.

  • Thorough knowledge of Angus AnyWhere® and the various platforms that interface with it.

  • Demonstrable evidence of influencing positive change in a client facing environment.

  • Must be well organized, structured, and disciplined to ensure clients are always the first priority and consistently serviced with excellence.

  • Must have outstanding written and verbal communication skills.

  • Bilingualism in English/French is an asset but not required.

  • This position requires a professional customer-facing attitude and tone over the phone and through email.

  • There is no travel required, no heavy lifting, and all responsibilities of the role can be conducted desk-side using a telephone with headset and computer.

  • On-site presence is required for this role.

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