Customer Experience Representative

About the role

The Bilingual Customer Experience Representative acts as a primary point of contact, facilitating seamless onboarding and proactive outreach for new and established accounts. By monitoring contract milestones, generating health reports, and identifying service friction points, you will ensure clients receive consistent, high-value support while enabling sales teams to focus on growth.

Responsibilities

• Implementation Coordination: Facilitate the transition from Sales to Service by following standardized checklists to ensure all new deal installation steps are completed.
• Milestone Reviews: Execute structured performance check-ins at 3, 6, and 12-month intervals to document service levels and identify customer friction points.
• Lifecycle Monitoring: Proactively monitor lease and parts-life data within the CRM to trigger strategic outreach 6 months prior to expiration, ensuring timely hardware upgrades and contract renewals.
• Experience Reporting: Generate and distribute "Customer Experience Report Cards" to internal teams to flag accounts requiring urgent intervention.
• Inbound Internal Support: Serve as the primary point of contact for Sales Representatives seeking status updates on new customer installations or account health.
• Post-Installation Follow-up: Conduct phone and email surveys with new customers immediately after installation to verify satisfaction with the setup.
• Auditing: Coordinate with Sales, Service, and Administration to verify and update account contact information and business requirements.

Requirements

• Bilingual in French and English.
• A minimum of 1 year of work experience in a customer service or advisory role.
• Basic analytical skills to understand customer issues and identify appropriate resolutions.
• Ability to make connections among multiple sources of data.
• Basic project/process management skills to develop and continuously improve call scripts and take customer notes.
• Basic computer/technical skills to enter data, take notes, and look up client information in Salesforce and other databases.
• Intermediate time management/multi-tasking skills to efficiently call or email prospects using targeted lists.
• Intermediate experience with email, CRM, and outbound phone prospecting.

Benefits

• Comprehensive health coverage plan that includes medical, dental, and vision.
• Life insurance, disability, and wellness programs.
• Vacation, Paid Personal Time, and Sick days.
• Matching RRSP contribution & Profit-Sharing Program.
• Tuition Assistance Program for professional continuing education.
• Discounts on Canon products, retailers, memberships, and more.
• Employee referral program.
• Inspire Program: online peer-to-peer recognition for redeemable points on hundreds of products.
• Community involvement opportunities.
• Employee Appreciation Events.

Pay

Compensation Range: $43,000 - $48,000 annually. The base pay offered may vary based on skills, experience, job-related knowledge, geographic location, and other business needs.

Schedule

This position offers a 100% remote work schedule. A reliable internet connection is required. Occasional office reporting may be required based on business needs.