Req ID: 32061
Jobs by Category: Contact Centre
Job Function: Customer Service
Status: Full Time
Ready to grow a new business and transform an entire industry?
Join our team
Who we are: Mascon
Mascon, based in Salmon Arm, has been a cable operator since 1983. A family-run business from the start, Mascon maintains its local roots with strong community involvement. We joined the TELUS team in January, 2017 and continue to operate and sell internet and TV over our cable network in 14+ communities throughout B.C.
Here’s the impact you’ll make and what we’ll accomplish together
This is a career-shaping opportunity that will truly develop you into a business athlete and a distinguished leader in Mascon by working in and across our end-to-end Cableco category. We operate in a dynamic and ambitious growth environment, collaborating with teams across multiple functions. You will actively engage with stakeholders and partner teams to deliver extraordinary customer experiences within our Mascon operations.
As a Client Service Representative on the Mascon team, you will take on the rewarding role of supporting our residential and business customers in a dynamic environment. Your primary responsibility will be supporting customer inquiries as their first point of contact. Inquiries include questions about billing, technical support and product and service offerings.
This critical role provides end-to-end support for every Mascon customer.
**Candidate must be residing in Alberta or British Columbia – Virtual position
What we’re looking for:
Someone who genuinely enjoys interacting with other people and helping to resolve their issues
We would love to hear from you if you have 1-3 years’ experience in a customer support role, ideally in a corporate environment
People with the ability to work effectively in a demanding environment while handling multiple tasks, prioritizing multiple activities and meeting deadlines, whilst retaining a great sense of humor
Individuals who love to share what they know and would be happy to provide mentorship and coaching to new Team Members
Having a strong understanding of Microsoft (MS) Office would be hugely advantageous as would a track record in superior customer service orientation
People who are as comfortable in verbal and written communication, who have a positive, collaborative and friendly attitude will appreciate our culture
Superior interpersonal skills with the ability to read different situations
Ability to maintain highest degree of confidentiality, and anticipate needs, thinking logically and creatively, exercising good judgment and acting independently
In our team we have found that the ability to prioritize, adjust to changing priorities, and successfully complete numerous short and long-term assignments simultaneously is the best approach
Having a solid appreciation for building relationships and collaborating across multiple teams is key as you will be influencing people over whom you have no authority
Passion for working in a dynamic, high-performance culture and passion for building, operating, and transforming new businesses
Self-motivated, work well with minimal or no direct supervision
Commit to continuous learning. Demonstrate the ability to learn and apply learned skills to related situations and complete and pass all related exams
High School Diploma and Proficiency in English (written and verbal)
Call center experience, ideally with practical understanding of the (de) escalation process
Experience with inbound and outbound calls
A basic understanding of cable services including Internet and TV, and a comfort level with offering service and solution recommendations for Cableco Clients
Having a “can-do” attitude and a desire to learn and share is going to be the bedrock of success in this role
Sales experience would be a huge advantage in the evolution of this role