Customer Experience Representative

Overview
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?

Responsibilities

Implementation Coordination:
Facilitate the transition from Sales to Service by following standardized checklists to ensure all new deal installation steps are completed.

Milestone Reviews:
Execute structured performance check‑ins at 3, 6, and 12‑month intervals to document service levels and identify customer friction points.

Lifecycle Monitoring:
Proactively monitor 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:
Generate and distribute "Customer Experience Report Cards" to internal teams to flag accounts requiring urgent intervention.

Inbound Internal Support:
Serve 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:
Coordinate with Sales, Service, and Administration to verify and update account contact information and business requirements.

Qualifications

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.

Ability to connect multiple data sources.

Basic project/process management skills to develop and continuously improve call scripts and document customer notes.

Basic computer/technical skills to enter data and look up client information in Salesforce and other databases.

Intermediate time‑management and multi‑tasking skills to efficiently call or email prospects using targeted lists.

Intermediate experience with email, CRM, and outbound phone prospecting.

Hybrid Work

Hybrid work schedule: office Mondays, Wednesdays, and Thursdays; remote work for the remainder of the week (subject to business needs).

Reliable internet connection required when working from home; remote work supported with cloud‑based applications and collaboration tools.

Benefits

Comprehensive health coverage plan including 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

Free coffee and snacks.

On‑site cafeteria and outdoor patio.

Employee gym and fitness centre.

Employee referral program.

Inspire Program, online peer‑to‑peer recognition for redeemable points on hundreds of products.

Community involvement.

Employee Appreciation Events.

Compensation
Compensation Range $43,000 - $48,000 annually.

EEO Statement
As an equal opportunity employer, we welcome applications from all backgrounds and are committed to supporting and celebrating diversity in our workforce. We offer accommodation during the recruitment process. For applicants requiring accommodation in the recruitment and assessment process and when hired, please contact a or phone 1‑855‑531‑3850 or 905‑863‑8713.

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