Job Description

The ideal candidate has a solid background in customer care and technical support as well as knowledge of Xplore policies, products and services. In addition to working with external stakeholders, the Executive Response Specialist works internally with all parts of the business, including legal, technical, billing, dealer services and vertical real estate. This presents a unique opportunity to recognize process and policy gaps that require analysis in order to positively influence customer retention and satisfaction while upholding business objectives.

This collaborative role demands sound judgement and discretion. To be successful, the Executive Response Specialist must balance competing priorities and deadlines by working closely with team members in a multi-location environment. As part of the established Executive Response & Services team, this role encompasses, but is not limited to, the following;" />
The ideal candidate has a solid background in customer care and technical support as well as knowledge of Xplore policies, products and services. In addition to working with external stakeholders, the Executive Response Specialist works internally with all parts of the business, including legal, technical, billing, dealer services and vertical real estate. This presents a unique opportunity to recognize process and policy gaps that require analysis in order to positively influence customer retention and satisfaction while upholding business objectives.

This collaborative role demands sound judgement and discretion. To be successful, the Executive Response Specialist must balance competing priorities and deadlines by working closely with team members in a multi-location environment. As part of the established Executive Response & Services team, this role encompasses, but is not limited to, the following;" />

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Executive Response Specialist

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Job Number:

J1222-0293

Job Title:

Executive Response Specialist

Job Type:

Permanent Full Time

Job Location:

Fredericton, NB, Woodstock, NB Cornwall ON

Department:

Customer Care

Number Of Positions:

1

Date Posted:

January 5, 2023

Closing Date:

January 12, 2023

We are looking for an Executive Response Specialist who will provide exceptional support to Customer Care Operations for escalations at the highest level of the organization. As part of the team that is the primary external point of contact for customer escalations, the Executive Response Specialist works with a high sense of urgency while upholding Xplore values within the framework of Canada\'s Internet Code and the Commission of Complaints for Canada\'s Telecom-Television Services (CCTS).

The ideal candidate has a solid background in customer care and technical support as well as knowledge of Xplore policies, products and services. In addition to working with external stakeholders, the Executive Response Specialist works internally with all parts of the business, including legal, technical, billing, dealer services and vertical real estate. This presents a unique opportunity to recognize process and policy gaps that require analysis in order to positively influence customer retention and satisfaction while upholding business objectives.

This collaborative role demands sound judgement and discretion. To be successful, the Executive Response Specialist must balance competing priorities and deadlines by working closely with team members in a multi-location environment. As part of the established Executive Response & Services team, this role encompasses, but is not limited to, the following;

Key responsibilities include:

• Provide support for other members of the Executive Response & Services Team by assisting with executive escalations, law enforcement requests, and Better Business Bureau and CCTS inquiries
• Work to leverage existing voice of the customer programs and increase our customer first focus, this includes escalation for review of Net Promotor Score (NPS) customer comments
• Reporting, tracking and making recommendations for improvement in all areas of our customer facing contact points and channels in Customer Care. Leverage best practices to gain efficiencies

The ideal candidate will possess:

• A minimum of 1-year customer service experience
• Solid understanding of Xplore policies, products and processes
• Demonstrate accountability, neutrality and confidentiality dealing with customer escalations.
• Demonstrate sound judgement and sense of urgency when escalating issues to the Customer Care Leadership Team and Executive level.
• In-depth knowledge of Xplore products, including marketing offers
• Strong technical background and well-developed technical knowledge
• Strong organizational and time management skills/ Ability to prioritize competing deadlines across multiple time zones
• Comfortable working with colleagues in a multi-location environment, including via video meetings
• Conflict Resolution skills
• Demonstrate strong communication skills, tact and confidence dealing with colleagues at all levels of the business
• Creative Problem-Solving skills
• Strong knowledge of Xplore software platforms; proficient in Microsoft Office and Salesforce.
• Great attention to detail
• Bilingualism (French/English) would be considered an asset

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

Company Overview:

Xplore Inc. is Canada\'s Fibre and 5G broadband company for rural living. Founded in Woodstock, New Brunswick, Xplore has become one of the country\'s largest facilities-based telecommunications providers for residential and business customers. Xplore is committed to the relentless pursuit of an improved broadband experience for Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.

Xplornet