Job Description

Customer Success Representative / Support Agent

Full-Time

Monday to Friday 8:00 AM - 4:00 PM

Location:

Sault Ste. Marie, ON

Company:

Northern Snow

About the Role

Northern Snow is seeking a proactive, organized, and customer-focused Customer Success Representative / Support Agent to join our team. This role is the frontline of communication for our customers--providing support, resolving concerns, and delivering clear educational information about our services, policies, and seasonal operations.

This position also plays a key part in our marketing and customer education initiatives, ensuring Northern customers understand how our services work, what to expect during weather events, and how to get the most value from their membership.

Please note: While the regular schedule is Monday to Friday, 8:00 AM to 4:00 PM, hours may shift or extend during active snow events to support customer communication and operational needs.

Key ResponsibilitiesCustomer Support & Communication

Respond to incoming customer calls, emails, and messages politely, professionally, and efficiently. Provide accurate information about services, dispatch timing, weather delays, and operational updates. Document all customer interactions in the CRM to ensure smooth follow-ups and proper record keeping. Assist customers with navigating online tools, the Northern Support Center, and educational resources. Provide priority support to VON customers and other premium tiers following established SOPs. Escalate complex issues to the Operations Manager or General Manager when required.

Customer Success & Experience

Build positive and trusting relationships with customers through helpful, clear, and timely communication. Proactively reach out to customers during snow events to manage expectations and provide updates. Identify recurring issues, common questions, or trending concerns and report these to management. Follow escalation procedures when dealing with difficult customers or unusual requests.

Marketing & Customer Education

Create and distribute customer education content (emails, info sheets, weather prep updates, FAQs). Support marketing with writing, proofreading, or sending customer-facing updates and seasonal reminders. Maintain a consistent Northern Snow brand voice across all customer communication. Update internal knowledge base and customer help articles as services evolve.

Operational Coordination

Work closely with dispatch, supervisors, and operations to ensure customers receive accurate information. Track inbound issues such as city plow berms, scrape requests, delays, or emergency concerns. Verify customer accounts, contracts, and payment status as needed. Assist with administrative duties and team coordination during high-volume snow events.

Qualifications

Clear, friendly, and professional communication skills. Customer service, support, or administrative experience (preferred but not required). Ability to stay calm, organized, and efficient during busy snowfall days. Strong writing skills with attention to accuracy and clarity. Comfortable using email platforms, CRM tools, and customer support software. High attention to detail and strong multitasking abilities.
Job Types: Full-time, Permanent

Pay: From $19.00 per hour

Expected hours: 35 - 44 per week

Work Location: In person