Client Service Representative

Location
Chesterville, Ottawa or Perth
Employer
Storm Internet Services

Storm Internet Services (Storm) have been providing rural communities in Ottawa and surrounding region with high-speed internet solutions for over 25 years. Our brand is excellent customer service led by a team of dedicated employees who live and work in the same communities as our customers. We offer a wide range of services including Fibre, Cable, Wireless and DSL, cameras, WI-FI, Wide Area Network connectivity, IPTV, VOIP and other services. Our purpose is connecting clients to the world with innovative and reliable internet solutions. Storm is a family-oriented business where work-life balance is encouraged. 

Storm has an immediate opening for a Client Service Representative (CSR) who is available to work a variety of shifts based out of Storm's Ottawa, Chesterville or Perth offices. This is a hybrid work model role. You will be supporting Storm's residential clients in a call center environment. 

Essential Functions:

  • Greets customers in a professional manner by answering incoming correspondence (telephone, email, instant messaging, etc). 
  • Exhibits polite and professional communication, while troubleshooting, diagnosing, logging and resolving the technical issues of a customer, over the telephone. 
  • Addresses customer inquiries regarding services, account information, upgrades, and equipment matters such as product function, equipment purchases, etc.
  • Answers and redirects customers to appropriate internal departments, i.e., billing, sales, etc. 
  • Refers to a decision-making script/flow chart when addressing or escalating a customer's technical issue to the correct dept. 
  • Monitors, resolves and logs updates regarding RT tickets in queue/s.
  • Attend training sessions, team meetings and corporate training, in-person as necessary.

Essential Qualifications, Skills and Abilities:

  • High school diploma or equivalent.
  • Proven customer service representative experience, in a call center setting, with at least one (1) year of relevant experience in a similar or related role. 
  • Superb customer service skills. 
  • Basic knowledge on the Internet of Things (IoT).
  • Ability to, remotely (over the telephone), diagnose and analyze root causes, and resolve or escalate, client technical issues. 
  • Superb interpersonal communication skills (reading, writing and verbal), with the ability to explain highly technical situations (i.e. explain processes, solutions & equipment options) in a clear, concise and easy-to-understand way for non-technically savvy clients. 
  • Excellent time management skills and organizational skills. 
  • Ability to multitask and prioritize work. 
  • Attention to detail, decision making and problem-solving skills. 
  • Experience in documenting internal processes.
  • Proficient in MS Office, Windows OS, Apple OS, etc. 

Assets:

  • Knowledge of home networking, email and VOIP technologies,
  • Bilingualism (English & French). 

Schedule:

  • Shift rotation basis, that includes 18/7 operational coverage, week days and evenings, weekends and statutory holidays. 

Benefits To Working For Us:

  • Competitive market salary.
  • Participation in Storm's extensive corporate group benefits program (applicable to full-time employees).
  • Free on-site parking.

Interested candidates are invited to submit their resume and cover letter outlining their relevant experience and why they are a great fit for this role, to hr@corp.storm.ca

Storm is an equal opportunity employer. We welcome diversity in the workplace and encourage applications from all qualified candidates.