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.  
    • During off hours the CSR on call must be responsive within 1 hour of message delivery and on-call emergency support is required 24/7/365. However, on-call duty rotates amongst the team members on a schedule so it is only required at certain times from each individual.  
  • General SLA: 95% of support calls are answered immediately by a qualified support technician.  99% of support calls will be answered or responded to within 2 business hours by a qualified support technician.  
  • Certain clients have priority SLAs that must be managed more closely and may include weekly reporting.  
  • We currently track above 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.  Engage as the single point of contact taking 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 Client Solution Representatives 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.
  • Cross train 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
  • Heads-up, eyes open approach to getting better every day.
  • 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.
  • Must exemplify our company’s core values of enthusiasm, team building, and vision.  These core values should be interpreted in the broadest sense and be inclusive of the characteristics noted here:
    • Positive can-do approach
    • Spirit of excellence as seen in quality of service as perceived by our clients and peers
    • Contribution that is reliable, consistent, effective and informed
    • Most importantly: accountability with an unwavering sense of ownership
  • 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 required.
  • Knowledge of Quickbase and SQL are 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.
Back to Careers