Customer Experience Representative - Burnaby, Canada - Candrone

Description

Join us at Candrone, North America's largest and fastest-growing robotics consultancy specializing in UAV solutions for Enterprise drone sales, consulting, rentals, and training.

As part of our dynamic team, you'll primarily focus on contributing to Candrone's innovative projects and initiatives, shaping the future of UAV technology and services.

You'll be the point of contact for customers, providing timely updates on order status, assisting with onboarding, and ensuring a smooth post-purchase experience.

Additionally, the Customer Experience Representative will manage support tickets ensuring our customers issues are being handled in a timely manner.

Your goal will be to leave a positive and professional impression with every interaction, reinforcing our commitment to customer success.

• Drive expansion by supporting sales, the customer journey, providing excellent customer service and managing customer renewals.
• Manage the onboarding process for each new customer, from technical evaluation onward.
• Assist the sales team in driving and managing renewals.
• Maintain customer health and introduce new, valuable features as they become relevant on the customer journey.
• Generate trust and credibility at multiple levels in existing accounts after purchase and through the sales cycle.
• Guide new customers through a systematic onboarding process to facilitate decisions around their needs and goals.
• Contribute to initiatives outside of customer conversations that enhance the customer experience, both lowtouch and hightouch.
• Work crossfunctionally with other departments to foster a strong sense of community and information sharing.
• Lead the customer trouble shooting equipment process from installation through clinical use to ensure equipment is performing to specification.
• Ensuring all rental equipment is fully operational and maintaining the upkeep of our rental inventory as required.
• Meet KPI Objectives set out by the Customer Experience Manager.
• Develop a deep understanding of UAV equipment to ensure customer support and all trouble shooting needed.
• Strong interest in UAV industry an asset.
• Collaboration with Fulfilment to ensure Q/C on product shipped to customer.
• Point of contact for customers from time of purchase and a liaison between all other departments to ensure a great customer experience.
• Participate in external facing events with sales and marketing such as training and in person demonstrations.
• Manages effective communication with external and internal customers to effectively resolve problems and issues that affect orders and delivery.
• Other duties as assigned.

• Diploma or Certificate in business or technical disciplines is preferred.
• Previous experience in highly technical roles in hardware or software solutions is mandatory.
• 12 years of experience in a customer service role or similar.
• Demonstrated ability to manage and resolve customer complaints and conflicts effectively.
• Proficiency in using CRM systems is considered an asset.
• Familiarity with help desk software and ticketing systems is considered an asset.
• Previous experience in the UAS industry is preferred.
• Transport Canada RPAS Basic license or willing to obtain license.
• Experience in gathering and analyzing customer feedback to improve service quality.

• Excellent verbal and written communication abilities.
• Strong active listening skills to understand and address customer concerns.
• Analytical thinker with the ability to troubleshoot and resolve issues.
• Resourceful in finding solutions and utilizing available tools.
• Ability to build rapport and maintain positive customer relationships.
• Indepth knowledge of our products/services.
• Proficient in using customer service software and CRM systems.
• Flexible and willing to adapt to changing environments and processes.
• Strong prioritization skills to manage multiple tasks.
• Collaborative and supportive team member.
• Willing to share knowledge and assist colleagues.
• Dedicated to providing excellent service and ensuring customer satisfaction.
• Proactive in addressing and anticipating customer needs.
• Accurate and precise in providing information to customers.

• Competitive base salary. The range is $50,000 to $65,000.
• Comprehensive Medical Benefit and a Health Spending Account.
• Matching RRSP program.
• Generous timeoff program including vacation and wellness days AND you get the week between Christmas and New Year completely off without using any of your banked time.
• A Professional Development program that provides opportunities for employees to learn and grow.