Customer Service Representative

Job Overview

We are seeking a full‑time Customer Service Representative in Vancouver, BC to serve as the central point of coordination between clients and our technical services team while delivering exceptional customer support.

• Serve as the first point of contact for customer inquiries via phone, email, and other communication channels.
• Triage incoming service requests and assign work to technicians based on urgency, workload, and skill set.
• Monitor and adjust technician schedules throughout the day as priorities change.
• Provide professional, calm, and reassuring support to clients during outages or other urgent situations.
• Build and maintain strong customer relationships through proactive communication and exceptional service.
• Identify customer needs and connect them with the appropriate technician or internal resource.
• Track, document, and manage customer communications and follow‑up activities.
• Coordinate with technicians and internal teams to ensure timely issue resolution.
• Monitor open service requests through completion and keep customers informed of progress.
• Assist with customer‑facing documentation, quotes, reports, and administrative tasks.
• Maintain accurate records within company systems.

• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Customer‑focused mindset with exceptional interpersonal skills.
• Strong problem‑solving and critical‑thinking abilities.
• Self‑motivated, dependable, and able to take initiative in a fast‑paced environment.
• Ability to remain composed and professional during high‑pressure customer situations.

• Experience supporting business clients or customer accounts.
• Experience coordinating service requests, dispatch operations, or ticket‑based workflows.
• Experience working within technology, managed services, or professional services environments.
• Proficiency with Microsoft Office and customer service or ticketing platforms.
• Ability to build long‑term customer relationships through exceptional service.

Salary range: $45,000–$52,000 annually. The exact offer will be determined by candidate experience and expertise.

New Charter is committed to creating an inclusive environment and is proud to be an equal opportunity employer. We recruit, employ, train, compensate, and promote regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.