Customer Experience Representative - Virtual

Overview

Bilingual Customer Experience Representative

• 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. By monitoring contract milestones, generating health reports, and identifying service friction points, you will ensure our clients receive consistent, high-value support while enabling our sales teams to focus on growth.

If you are seeking an exciting opportunity and are interested in being part of a dedicated service-oriented team, you’ve come to the right place.

Responsibilities

Key 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

Qualifications

To Succeed, You Will Need:

• 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.

Why Join?

REMOTE WORK

• This position offers a Virtual work schedule. You will be 100% remote and not required to report to the office unless there is a specific business need (work schedules and office reporting requirements may change from time to time based on business needs)
• When working from home, a reliable internet connection is required. Remote work is supported with cloud-based applications and collaboration tools

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 PERKS

• Employee referral program
• Inspire Program, online peer-to-peer recognition for redeemable points on hundreds of products
• Community involvement
• Employee Appreciation Events

• A current vacancy exist.
• Canon Canada Inc. is committed to transparent and fair compensation and job postings. This position offers a competitive salary within the specified range. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.
• Compensation Range $43,000 - $48,000 annually.

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