Storm Internet Services (Storm) have been providing rural communities in Ottawa and surrounding region with high-speed internet solutions for over 25 years. Our brand is excellent customer service led by a team of dedicated employees who live and work in the same communities as our customers. We offer a wide range of services including Fibre, Cable, Wireless and DSL, cameras, WI-FI, Wide Area Network connectivity, IPTV, VOIP and other services. Our purpose is connecting clients to the world with innovative and reliable internet solutions. Storm is a family-oriented business where work-life balance is encouraged.
Storm has an immediate opening for a Client Service Representative (CSR) who is available to work a variety of shifts based out of Storm’s Ottawa, Chesterville or Perth offices. This is a hybrid work model role. You will be supporting Storm’s residential clients in a call centre environment.
Essential Functions:
- Greets customers in a professional manner by answering incoming correspondence (telephone, email, instant messaging, etc.).
- Exhibits polite and professional communication, while troubleshooting, diagnosing, logging and resolving the technical issues of a customer, over the telephone.
- Addresses customer inquiries regarding services, account information, upgrades, and equipment matters such as product function, equipment purchases, etc.).
- Answers and redirects customers to appropriate internal departments, i.e., billing, sales, etc.
- Refers to a decision-making script/flow chart when addressing or escalating a customer’s technical issue to the correct dept.
- Monitors, resolves and logs updates regarding RT tickets in queue/s.
- Attend training sessions, team meetings and corporate training, in person as necessary.
Essential Qualifications, Skills and Abilites:
- High school diploma or equivalent.
- Proven customer service representative experience, in a call center setting, with at least one (1) year of relevant experience in a similar or related role.
- Superb customer service skills.
- Basic knowledge of the Internet of Things (IoT).
- Ability to, remotely (over the telephone), diagnose and analyze root causes, and resolve or escalate, client technical issues.
- Superb interpersonal communication skills (reading, writing and verbal), with the ability to explain highly technical situations (i.e. explain processes, solutions & equipment options) in a clear, concise and easy-to-understand way for non-technically savvy clients.
- Excellent time management skills and organizational skills.
- Ability to multitask and prioritize work.
- Attention to detail, decision making and problem-solving skills.
- Experience in documenting internal processes.
- Proficient in MS Office, Windows OS, Apple OS, etc.
Assets:
- Knowledge of home networking, email and VOIP technologies.
- Bilingualism (English & French).
Schedule:
- Shift rotation basis, that includes 18/7 operational coverage, week days and evenings, weekends and statutory holidays.
Benefits To Working for Us
- Competitive market salary.
- Participation in Storm’s extensive corporate group benefits program (applicable to full time employees).
- Free on-site parking
Interested candidates are invited to submit their resume and a cover letter outlining their relevant experience and why they are a great fit for this role, to hr@corp.storm.ca
Storm is an equal opportunity employer. We welcome diversity in the workplace and encourage applications from all qualified candidates.
