Customer Experience Representative

Role Overview

We are seeking a proactive and customer-focused professional dedicated to fostering enduring client relationships and driving account success. As a Customer Experience Representative, you will be the key contact supporting new and existing accounts, facilitating smooth onboarding, monitoring key contract milestones, and providing valuable insights to ensure superior service delivery.

Primary Responsibilities

• Coordinate the transition from Sales to Service by meticulously completing all installation and implementation steps using standardized procedures.
• Conduct scheduled performance evaluations at 3, 6, and 12 months to assess service delivery and identify challenges affecting customer satisfaction.
• Maintain vigilant monitoring of lease and parts life-cycle data within CRM systems, initiating strategic outreach six months before contract expiration to support timely hardware upgrades and renewals.
• Compile and circulate detailed Customer Experience Report Cards internally to alert teams to accounts requiring immediate attention.
• Act as the main liaison for Sales Representatives regarding updates on installation status and overall account health.
• Perform follow-up surveys via phone and email with new customers immediately post-installation to confirm satisfaction.
• Collaborate with Sales, Service, and Administrative teams to audit and update client contact information and verify business requirements.

Qualifications and Skills

• At least one year of experience in a customer service or advisory capacity.
• Basic analytical capabilities to diagnose customer concerns and determine suitable solutions.
• Aptitude for synthesizing information from diverse data sources.
• Foundational project and process management skills aimed at improving communication scripts and accurately documenting customer interactions.
• Proficient in basic computer usage for data entry, note-taking, and navigating CRM platforms such as Salesforce.
• Effective time management and multitasking abilities to contact prospects via targeted lists efficiently.
• Intermediate experience with email communication, CRM software, and outbound telephonic prospecting.

Work Arrangement and Benefits

• This position offers a hybrid work model: in-office attendance is required on Mondays, Wednesdays, and Thursdays, with remote work allowable on other weekdays, contingent on business demands.
• Remote work requires reliable internet access and is supported through cloud-based collaboration tools.
• Comprehensive health benefits including medical, dental, and vision coverage.
• Supplementary offerings: life insurance, disability protection, wellness initiatives, paid vacation, personal and sick leave.
• Financial benefits: matching RRSP contributions and profit-sharing programs.
• Educational support via tuition assistance for further professional development.
• Employee perks such as discounts on company products, free coffee and snacks, access to on-site cafeteria, outdoor patio, gym, fitness center, employee referral incentives, peer recognition programs, community engagement opportunities, and appreciation events.
• Competitive salary range between $43,000 and $48,000 annually, with advancement potential based on experience, skills, and organizational needs.
• Two current openings are available.

Company Profile and Culture

Canon Canada has been a leader in digital imaging innovation for over 80 years, providing cutting-edge solutions to Canadian consumers, businesses, and professionals since 1973. Rooted in the philosophy of Kyosei — harmonious coexistence and collaboration regardless of background — Canon Canada has been acknowledged for exceptional workplace diversity and environmental stewardship. The company actively encourages applications from all backgrounds and offers accommodations throughout recruitment and employment to support an inclusive workforce.

Additional Information

Applicants seeking recruitment accommodations can contact accessibility@canada.canon.com or call 1-855-531-3850 / 905-863-8713. Only candidates deemed most suitable will be contacted for next steps.