CUSTOMER SERVICE REPRESENTATIVE

At ET Group, we are in search of people with bold ideas who want to make a difference and help evolve our organizational culture to suit our journey as a company and the changing needs of our clients.

When you come and work with us, you are joining a group that is radically reinventing and implementing unique structures, practices, and processes that are helping to deliver work at an entirely new level.

We are a purpose-based organization with a transparent and developmental culture. We don’t believe in organizational pyramids or silos. Instead, we rely on asynchronous collaboration tools and decentralized decision making.

THE ROLE

As a Customer Service Representative you will be part of the Service and Support team, nurturing the relationship with our customers and exceeding their expectations of what a service experience should be. You will be a driving force to ensure we are delivering the best support to our customers and partners. 
 

WHERE YOUR EXPERTISE IS NEEDED

• Provide excellent customer service by recognizing and responding appropriately to customer’s requests in an efficient and timely manner from initial request to closure. 

• Do-the-right-thing mentality with focus on providing resolution.

• Learn, follow, and further implement the customer support processes. This includes escalation, troubleshooting, objection handling, and customer ticket management. 

• Scheduling and dispatching service technicians, and ordering equipment where required to resolve incidents. This includes scheduling and dispatching of preventative maintenance visits.

• Understand that you are part of a larger ETG team that has a deep passion to serve and delight our customers. We strive to deliver a great product every time, every day. We take ownership of our ideas and collaborate effectively across the organization, providing constant feedback both internally and externally to make things happen.

WHAT WE’RE LOOKING FOR

• You are an agile solution seeker and are comfortable multi-tasking to solve problems quickly with satisfying solutions while empowered to do the right thing.

• Regardless of your background, you are customer focused and passionate about delivering excellent customer service.

• Strong communication at all times, you find the right words in every situation and deliver them in a positive manner

• We are one team! You are flexible, reliable and always happy to support your colleagues in various tasks.

PERKS AT WORK

• A workplace run on trust, empowerment, and feedback; positive, inspiring working atmosphere.
• Flexible working times, benefits, additional vacation & personal time off.
• Extensive onboarding and mentoring from a diverse team of experts to inspire you.

We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives, and skills. All employment is decided based on qualifications, merit, and business need.

Please note, you must be eligible to work in Canada to be considered for this role.