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About the Role
As a Customer Experience Analyst, you are the first line of contact for Beanfield clients, guiding them from sign-ups to sign-offs. You will be meticulous in documentation, updating internal systems, and collaborating with service delivery teams to ensure exceptional customer experiences. This role emphasizes genuine, customer-centric, and professional service, embodying the Beanfield spirit.
Responsibilities
- Act as a customer liaison, process service requests, and handle customer service escalations professionally.
- Ensure technical support tickets contain correct information before timely escalation to Technical Support teams.
- Escalate sales-related tickets to the appropriate representative and supervisor, including name changes, move orders, new service agreements, contact authorization requests, and credit requests.
- Support Residential tasks such as reviewing service availability, updating the internal building database with leads, identifying Transfer of Services and remote activations, processing equipment shipments, and handling Handoff emails to customers.
- Process billing-related inquiries.
- Process changes to existing customer services upon request.
- Arrange Collocation access for technicians.
- Anticipate opportunities to exceed customer and team member expectations.
- Demonstrate initiative in learning new products, services, and offerings.
- Meet and exceed all key performance indicators (KPIs).
Requirements
- Customer service experience (telecom experience preferred, call center experience an asset).
- Bilingualism (English and French) is highly advantageous.
- Ability to quickly learn, share, and thrive in a team-oriented environment.
- Demonstrated ability to assess and address varied customer requests promptly.
- Ability to work in a fast-paced environment and manage multiple tasks effectively.
- Excellent interpersonal and communication skills (verbal and written).
- Experience providing services and support to clients.
- Detail-oriented and compliant with privacy policies.
- Reliability and regular attendance are essential.
- Willingness to work various shifts as assigned (including evenings, nights, weekends, and statutory holidays) in a 24/7 work environment.
- Ability to multitask within different software systems; strong keyboarding skills.
- Proficiency in MS Office, Outlook, or equivalent.
- Must be willing to undergo a confidential pre-employment criminal background check.
Skills
- Customer service
- Telecom experience
- Call center experience
- Bilingualism (English and French)
- Teamwork
- Problem-solving
- Time management
- Interpersonal skills
- Communication skills (verbal and written)
- Client service
- Attention to detail
- Privacy compliance
- Multitasking
- Typing skills
- MS Office
- Outlook
Location
- Don Mills, Toronto
Work Type
- Full-time
Experience Level
- Not specified
Education Level
- Not specified
About the Company
- Beanfield is committed to building communities, not just networks, with people at the heart of everything they do. They aim to make life better for customers, employees, and communities. Founded in Toronto, they have built, owned, and operated a fibre-optic network for over 30 years across Toronto, Montreal, and Vancouver. With 400+ employees, they manage their own construction, fibre splicing, installation, network operations, and support teams, serving thousands of commercial and residential addresses.
- Values: Community (people first, empathy, honesty, collective purpose, service of the whole, stronger together), Different (creating destiny, seeing the world differently, exploration, curiosity, innovation), Momentum (nurturing ideas, aligning with priorities, optimism, control, finding solutions).
Equal Opportunity
- Beanfield is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.