Job Description

Job Title:

Client Success Representative

Company:

Exchange Technology Services

Location

: 990 Lorimer Bld, Winnipeg, MB (HYBRID)

Job Type:

Permanent, Full-time

About Us:

ETS is a leading IT consulting company in Winnipeg and part of the Exchange Income Corporation's family of companies. We provide a wide range of services, including Managed IT, Project Management, Business Intelligence, Cyber Security, Digital Transformation, Training Services, Installation Services, and Telecommunications across Canada and the US. If you are looking for a fast-paced career, serving enterprise customers and managing diverse IT projects, we invite you to join us.

Our work environment is dynamic, filled with learning opportunities, exciting and challenging projects, and a chance to make a positive impact on clients' businesses. We value teamwork, fun, and achieving amazing results together.

Job Overview:

Reporting to the Senior Client Success Manager, the Client Success Representative will provide dedicated client-centric engagement and support by providing a clear avenue for inquiries and concerns.

Key Responsibilities:

Engage with clients via phone, email, and chat Handle client inquiries and escalations in a timely manner Monitor client satisfaction and address concerns promptly and professionally Manage and maintain client Service Level Agreements Maintain detailed records of client interactions, feedback, and outcomes in CRM systems Additional responsibilities as assigned

Qualifications:

Education, Licenses, Certifications, Experience Required:

Post-secondary education in Business, Communications, or Information Technology would be considered an asset 2 years of client success, or service desk, or customer service experience required Previous experience using a CRM system (ConnectWise Manage and Sell preferred)

Knowledge, Skills, Abilities Required:

Previous experience with MS Office applications, Office 365, SharePoint/One Drive, Microsoft Azure, and Microsoft Exchange required Experience in a fast-paced environment with multitasking responsibilities Strong ability to prioritize tasks and meet deadlines Strong attention to detail and accuracy Professional verbal and written communication skills

Working Conditions:

Must be able to obtain and maintain a clear criminal record check Physically able to perform all listed job duties Work performed primarily in an office environment Manual dexterity required to use desktop computer and telephone This role involves working in a variety of environments and includes regular interaction with staff and members of the public This position is eligible for the Mileage Reimbursement Program, as it requires travel to visit clients Various shifts at a fast pace to meet service level requirements of our clients This role is hybrid, with a combination of remote work and in-office presence required

What We Offer:

Competitive salary and benefits package Registered Retirement Savings Plan with Company Matching Employee Share Purchase Plan Subsidized Gym Membership Subsidized Phone Plan Opportunities for professional development and career growth Collaborative and innovative work environment
If this sounds like an opportunity you would like to be a part of, please get in touch with us.

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

Dental care Extended health care Paid time off Vision care Wellness program
Schedule:

Monday to Friday
Education:

AEC / DEP or Skilled Trade Certificate (preferred)
Experience:

Customer service: 2 years (preferred) Microsoft Azure: 2 years (preferred)
Location:

Winnipeg, MB R3P 0Z9 (required)
Work Location: Hybrid remote in Winnipeg, MB R3P 0Z9