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About the Role

The Customer Experience Analyst reports to the Manager of Customer Experience and is responsible for handling inbound calls from potential customers, identifying their needs, and recommending appropriate products or services to close the sale. This role focuses on driving business growth by capitalizing on new opportunities and delivering an optimal customer experience.

Responsibilities

• Meet and exceed daily, weekly, and monthly sales and customer retention targets.
• Upsell and cross-sell additional products or services based on customer needs.
• Document customer interactions, sales, retention and general inquiries accurately in tools.
• Provide exceptional customer service.
• Participate in regular training sessions to stay updated on product knowledge and sales techniques.
• Ensures all customers’ inquiries (via email or phone) are responded to in a timely manner.
• Document, track, and monitor problems to ensure resolutions are completed in a timely manner and tasks are set to the appropriate priority levels.

Requirements

• 5+ years of experience in customer service.
• 3-5 years working in a call centre sales environment (preferred but not required).
• Proven experience in a sales or customer service role, preferably in a call centre.
• Strong communication and persuasion skills.
• Strong problem-solving skills.
• Bilingual English and French considered an asset.
• Candidates must be legally eligible to work in Canada.
• All official communication regarding recruitment and hiring at Beanfield will come exclusively from email addresses ending in @beanfield.com.

Skills

• Communication skills
• Persuasion skills
• Problem-solving skills

Location

• Toronto
• Montreal
• Vancouver

Work Type

• Hybrid

Experience Level

• 5+ years of experience in customer service
• 3-5 years working in a call centre sales environment

Education Level

• High school diploma with post-secondary degree or diploma (preferred but not required)

Benefits

• Traditional Spending Account (TSA)
• Health Care Spending Account (HCSA)

About the Company

• We don’t just build networks, we build communities.
• Beanfield has spent 35+ years connecting people through a robust, independently owned fibre-optic network.
• With 500+ employees and an entrepreneurial mindset, we move fast, think creatively, and stay connected to the people who make Beanfield what it is.
• Our headquarters is located in Toronto’s super-hip Liberty Village, surrounded by great coffee, food, energy, and creativity—making it a great place to collaborate in person.
• Our Values: We Are Challengers, We Are United, We Care.

Equal Opportunity

• At Beanfield, we’re proud to be an equal-opportunity employer.
• We believe that diverse teams make stronger teams.
• No matter your background, experience, or life story, if you meet the requirements for this role, we want to hear from you.
• We are committed to creating an inclusive and accessible workplace where all qualified applicants are considered for employment, without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other protected status.
• Beanfield provides reasonable accommodations at all stages of the recruitment and selection process.
• We urge candidates to be cautious of any unsolicited messages or offers and to remain vigilant against phishing attempts.