Customer Service Representative

About the role

Meta Power Solutions is a leader in innovative energy solutions, dedicated to providing exceptional service and support to our customers. We pride ourselves on our commitment to sustainability and cutting-edge technology, ensuring that our clients receive the highest quality products and services.

Key Responsibilities

• Lead and mentor the customer service team to ensure timely and effective responses to inquiries and issues.
• Respond to complex customer inquiries and issues; provide product information and service-related guidance.
• Analyze customer feedback and service metrics to identify and implement improvements in service delivery.
• Collaborate with cross-functional teams (sales, engineering, procurement, logistics, and product management) to address complex customer needs.
• Manage and resolve escalated customer complaints, focusing on customer satisfaction and retention; serve as point of contact for high-priority cases.
• Maintain accurate records of customer interactions and transactions in the Salesforce CRM system; ensure data integrity and reporting.
• Monitor, train, and develop team members; identify staffing needs and succession planning.
• Stay current with product knowledge and industry trends to provide informed support to customers.
• Contribute to process improvements, standard operating procedures, and knowledge base updates.
• Assist in setting service level agreements (SLAs) and KPI targets; track performance and implement corrective actions as needed.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field preferred.
• 5+ years of experience in customer service, with a track record of leadership or supervisory roles; experience in the energy or technology sector is a plus.
• Salesforce experience is highly desirable.
• Strong leadership, communication, and interpersonal skills; ability to build and coach relationships with customers and team members.
• Proficient in customer service software and Microsoft Office Suite.
• Experience in live chat, social media, and AI tools to enhance the customer service experience.
• Strong problem-solving skills, conflict resolution abilities, and the ability to work under pressure.
• A customer-focused mindset with a passion for delivering exceptional service.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional development and career advancement.
• A dynamic and supportive work environment.
• The chance to make a meaningful impact in the energy sector.

Power Up your career at MPS!

If you have a background in Electrical Engineering, low voltage switchboards, transformers or substations, we want to hear from you! MPS is a leading manufacturer of oil-filled power and distribution transformers in North America. We design and build a variety of standard and custom transformers. The industries we serve include utilities, oil and gas, mining, commercial construction, solar systems, and bitcoin mining.

Meta Power Solutions is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing a work environment that is inclusive and free of bias, where all individuals are treated with respect and dignity.