Job Description

Customer Service Representative

The Role

The Customer Service Representative provides frontline support and guidance with a focus on ensuring customer satisfaction and retention. The role is as blend of technical support, customer relationship management and order fulfillment.

They respond promptly to customer concerns and inquiries, proactively following up on open tickets, documents bugs, feature requests or recurring pain points for technical review.

The Customer Service Representative is detail-oriented, responsible for accurately logging customer interactions in our CRM, processing orders and transactions, and managing the shipping and receiving of products from our manufacturers and suppliers to customer sites for deployment. The Customer Service Representative is also responsible for training customers on our software/dashboard, including onboarding new users and guiding them on new features and functionality.

Key competencies include:

Excellent listening and relationship-building skills with both technical and non-technical stakeholders.

Adaptability on a variety of digital platforms to respond to customers (phone calls, chat, text, emails, and virtual meetings).

Demonstrates accuracy when documenting customer interactions and case notes.

Projects calm assurance even when troubleshooting complex, uncertain issues.

Builds trust with recurring customers, employing positive feedback to influence renewals and referrals.

Our ideal candidate demonstrates empathy, patience and responsiveness, has excellent troubleshooting and analytical skills with demonstrated proficiency with CRM and ticketing platforms. They exhibit the skills and interest required to identify opportunities and build strategies for improving overall customer experience and fostering loyalty.

About Rivercity Innovations

Based in Saskatoon, Saskatchewan, Rivercity Innovations provides innovative reliable and scalable IoT-based solutions that ensure product integrity, reduce waste, minimize carbon footprints, and enhance operational efficiency across industries worldwide. Our sensors are deployed by grocery, pharmacy, restaurant, property management and delivery customers who depend on real time data to protect their assets and investments.

What you'll get to do as a Customer Service Representative

Provide timely response to inbound support requests from customers.

Capture and maintain detailed case histories in customer accounts in the CRM.

Proactively follow up on customer concerns, communicating status clearly to all parties, and ensuring issues are closed only when the customer is satisfied.

Provide feedback to product and engineering teams on recurring issues or usability concerns.

Collaborate with Inside Technical Sales to ensure customer satisfaction and renewal readiness.

Track customer satisfaction and proactively follow up on open tickets or chronic issues.

Accurately process customer orders and transactions.

Plan and prioritize shipping and receiving schedules to prevent delays and maintain on-time operations.

Receive and dispatch inventory, verifying items, quantities, and conditions to ensure accurate and efficient order fulfillment.

Train customers on RCI's software and dashboards, onboarding as needed and guiding them on new features and functionality.

What you'll need to be successful

1 - 3 years experience in customer service, technical support, ideally in IoT/SaaS environments

Experience supporting connected devices, field sensors or cloud-based software a strong asset.

Strong verbal and written communication skills with both technical and business audiences.

Proficiency in CRM and project tools such as Salesforce, HubSpot, Zoho, or Jira.

Proven ability to manage multiple clients simultaneously with high attention to detail and professionalism.

Willingness to take ownership of the customer experience from end to end.

Job Type: Full-time

Expected hours: 40 per week

Benefits:

Dental care Extended health care On-site gym On-site parking
Work Location: In person