Rep, Customer Experience

Are you a proactive, customer-focused professional with a passion for building lasting relationships and driving account success? Are you ready to take the next step in your career, ensure customer satisfaction, and play a vital role in supporting a high-performing sales organization? The Representative Customer Experience role acts as a primary point of contact, facilitating seamless onboarding and proactive outreach for new and established accounts.

Responsibilities

• Implementation Coordination: Facilitating the transition from Sales to Service by following standardized checklists to ensure all new deal installation steps are completed.
• Milestone Reviews: Executing structured performance check-ins at 3, 6, and 12-month intervals to document service levels and identify customer friction points.
• Lifecycle Monitoring: Proactively monitoring lease and parts-life data within the CRM to trigger strategic outreach 6 months prior to expiration, ensuring timely hardware upgrades and contract renewals for existing accounts.
• Experience Reporting: Generating and distributing "Customer Experience Report Cards" to internal teams to flag accounts requiring urgent intervention.
• Inbound Internal Support: Serving 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: Coordinating 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 or responses.
• 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

Competitive salary within the range of $43,000 - $48,000 annually. The base pay offered may vary based on the candidate's skills, experience, job-related knowledge, geographic location, and other specific business and organizational needs.

Schedule

• 100% remote work schedule; not required to report to the office unless there is a specific business need.
• Reliable internet connection required when working from home.
• Remote work supported with cloud-based applications and collaboration tools.