Customer Experience Representative

Customer Experience Representative

Are you genuinely excited to help customers? At First Light Technologies (FLT), we sure are. Do you want to make the world better in the process? If you do too, then we need to hear from you. We’re looking for an energetic Customer Service Representative (CSR) to join us on our mission of unleashing the potential of solar outdoor lighting.

First Light Technologies is a fast-growing, award-winning designer and manufacturer of solar-powered outdoor lighting products. For the last four years, we’ve been included in the Canadian Business Growth 500 list of Canada’s fastest-growing companies and are continuing that growth into 2024 and beyond.

From our Victoria B.C. location, we work globally with a focus on building safer, more usable communities through solar outdoor lighting.

To learn more about FLT, check out this company profile article in Douglas Magazine, or visit our website: https://www.firstlighttechnologies.com/

Job Summary:

As a Customer Experience Representative (CE), you will act as a liaison, provide product & service information, as well as resolve any emerging issues our customers might face in an accurate and efficient manner. Working alongside our Sales Team, you will actively participate in, and coordinate; lead generation, fine-tuning our processes to align with best practices, and developing new ways to improve our efficiency and how we help our customers.

The successful candidate will be patient, empathetic, customer service-driven, and a passionate communicator. They will put themselves in our customers’ shoes and advocate for them.

The Customer Experience Representative will build a strong understanding of FLT and our customers. You will ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Responsibilities:

• Manage all incoming customer calls, emails, and chat inquiries

• Delegate leads to the appropriate sales representative

• Manage all customer follow-ups. Support order processing, shipments, payments credit checks, etc.

• Manage the customer surveys program; gather, collect, and track all customer feedback.

• Build sustainable relationships and trust with customers through open and interactive communication

• Provide accurate, valid, and complete information by using the right methods/tools

• Identify and assess customers’ needs to achieve satisfaction

• Go the extra mile to engage customers to maintain loyal customer

• Learn about our products thoroughly and out to be able to answer any questions from customers.

• Handle customer complaints by providing solutions to ensure the customer is satisfied.

• Update and manage customer information in our CRM

• Track and document all support issues. Escalate to technical support when needed

Requirements:

• 2+ years experience in sales support - required

• Excellent communication skills both written and verbal.

• Proven ability to deal with customers in a difficult situation or know when the matter should be escalated to the next level up.

• Strong organizational skills to be able to keep up with various customer needs and conduct follow-ups in a timely manner.

• Familiarity with CRM systems and practices

• Customer-centric focus and ability to adapt/respond to different types of customers and their needs

• The ability to thrive in a sales-driven environment

“Nice to have” Requirements

• A diploma in commerce, business, marketing, or a relevant technical discipline

• Experience with AGi32 lighting software

• Construction or lighting industry experience would be preferred

• Knowledge of accounting principles

• Experience with CRMs and ERPs - Hubspot, Netsuite, Salesforce

To apply for this exciting opportunity, please send your resume and cover letter with salary expectations to hr@firstlighttechnologies.com

We would like to thank all applicants for their interest. Please note only those selected for an interview will be contacted.