Reporting directly to the Head of Customer Success, the Customer Success Representative is critical as the first impression of Citron. This role includes helping to field customer calls, serve as a liaison between customers, service technicians, and sales representatives, and complete reviews and approvals of contracts. This role would assist customers in scheduling services and be the first point of contact to resolving concerns and work closely with Sales on their contracts review and approval.

They must have excellent computer skills, good problem-solving ability, CRM (Sales Force) and superb communication and interpersonal skills. The position requires time on the phone, a good deal of patience and the ability to multi-task. Under the supervision of the Head of Customer Success, the duties and responsibilities of the Customer Success Representative include, but are not limited to, the following: Receives, processes and verifies the accuracy of orders from customers utilizing the organization’s internal systems and customer purchase orders.

Initiates required action for response to customer service requests. Process credit card information for online orders. Ensures and provides quality service to both internal and external customers. Responds professionally to all customer calls, providing exceptional resolution to customer issues and complaints, where required.





Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports. Performs assigned system maintenance to various electronic order or customer files. Participates and provides expertise as a member of the customer service’s departmental team.

The team's objectives are to develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department. Assisting to manage the service queue in Salesforce. Review, audit and approve Sales contracts Internal: Ongoing contact with personnel at all levels within Citron – especially but not limited to:

- regional and strategic team members in sales, operations, finance and sales support functions, Team leaders, Sales leadership, Sales Operations team members.

Customer

Contacts will include local decision makers, business owners and existing customer contacts. Proficiency in Microsoft Office and suite of programs. ~2 -5 years of experience in a call centre environment ~ Must be willing to work flexible schedule between 8 a.m. and 8 p.m. on weekdays; ~ Able to work on a computer for long periods of time;

Experience in retail or hospitality considered an asset.

Experience with Salesforce will be considered an asset. Knowledge of the washroom or consumable industry markets. ~ Strong in customer relations; Excellent telephone skills

📌 Customer Specialist Representative (Medical Experience) (Montreal)
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