Intranet Connections – Customer Success Representative, Vancouver – Canada

May 9, 2023
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Job Description

Intranet Connections – Customer Success Representative

As an essential member of the Customer Experience Team at IC, this is one exciting opportunity!  It’s also an extremely rewarding job, building close relationships, and proactively steering customers to greater outcomes in their work.

IC focuses on customer centricity and works hard to connect people with the tools and resources they need to be successful in their job, connected with each other, and with their organization, driving productivity in an engaged workplace.  We are looking for an exceptional person to contribute to that success.

What do we expect from you? It all comes down to helping people.  You’ll be acting as a liaison, providing product/service information, answering questions, and resolving accurately and efficiently any problems our customers might face. Check it out…

Role and Responsibilities

  • Support the team of CSMs
  • Manage incoming phone calls and customer email inbox to support customers and handle customers’ complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure resolution
  • Provide accurate, valid, and complete information using the right methods/tools
  • Sort and respond to account service/billing inquiries/tickets within or better than SLA
  • Proactively communicate on all tickets to ensure they are touched at least weekly
  • Keep records of customer interactions, process customer accounts, and file documents by updating CRM
  • Follow communication procedures, guidelines, and policies
  • Follow up on customers’ overdue payments and loss analysis

Requirements and Skills

  • Proven customer support experience or Client Service Representative experience
  • Strong phone contact handling skills and active listening
  • Familiarity with CRM systems (Salesforce, or Hubspot) and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize, and manage time effectively

IC has been helping connect people at work for over 20 years.  We have an established intranet software, and a diverse customer base, with over 100,000 active users served globally across 20 different industries, including many recognizable brands.  More recently we’ve established a broader IC platform focused on internal comms that brings multi-channel messaging, plus education & tools to support.  We take pride in our work and relentlessly pursue making a real difference, for our customers and for our team.

The IC advantage:

  • Good pay – salary range 50-55k
  • Excellent health & dental coverage
  • Employee family assistance program
  • Wellness initiatives (physical, mental)
  • Three weeks of paid time off
  • Additional paid/bonus days (one-week equivalent)
  • Six paid sick days
  • Flexible/remote working arrangements – this is a Hybrid role
  • Virtual and in-person team events (culture committee)
  • Learning & dev support (avg $2k per person)
  • Fun culture – daily connection, care & Recognition

Apply today if you want to do amazing work, with amazing people and help us shape the future of our company.