Our rural roots are as authentic as the farmers who came together to start it all. Together they created the Bruce Municipal Telephone System, a co-operative between local community members in rural Bruce County. Bruce Telecom has been determined in holding true to one simple promise through over one century of transformations and reinventions: Connecting our Community.
If you are looking to connect with a company who offers competitive wages, benefits, as well as strong community ties, Bruce Telecom is for you.
The Customer Care Representative is the first point of contact for new and existing customers, providing friendly, knowledgeable, and professional service. This role supports customers through inbound and outbound interactions, including phone, email, retail, and door-to-door outreach in the communities we serve. Representatives answer inquiries, resolve issues, promote products and services, and ensure every interaction delivers a positive experience.
Reports to: Manager of Customer Experience
Responsibilities:
· Respond to customer inquiries: in person (retail), email, phone.
· Conduct outbound activities to support sales, service updates, and customer outreach.
· Deliver high levels of customer service to both new and existing clients.
· Promote and sell products, services, and promotions; upsell to existing customers.
· Participate in community-based, door-to-door interactions when required.
· Resolve billing and service issues on first contact when possible; escalate or follow up as needed.
· Collaborate with other departments to resolve customer concerns.
· Initiate service orders, coordinate with relevant departments, and ensure completion.
· Accurately calculate and process service charges, billing credits, and adjustments.
· Maintain accurate data and records using company tools and systems.
· Communicate new product information to customers to ensure they receive the best solutions for their needs.
· Maintain and update product information and manuals.
· Provide feedback as requested during process or procedure updates.
· Provide guidance and training to other team members as required.
· Perform other duties as assigned to support business needs.
Minimum Academic/Educational Requirements:
Highschool Diploma
Experience in Customer Service
Required Qualifications/Skills and Experience:
· Exceptional customer relationship and communication skills
· Strong conflict resolution and problem-solving abilities
· Comfortable learning and using new technology; strong keyboarding and internet navigations skills
· Detail-oriented, goal-driven, and highly organized
· Ability to work independently and collaboratively
· Demonstrated ability to multitask effectively in a past-faced environment
Working Conditions:
· Office and retail environments with flexibility across Bruce Telecom serving territory
· Frequent inbound and outbound calling
· Occasional door-to-door community outreach
· Significant computer use
· Collaboration with internal departments
· Hours and shifts will fluctuate based on business needs
Physical Demands:
· Extended periods of computer and telephone use
· Sitting at a workstation; standing in a retail setting as required
· Walking for community-based, door-to-door interactions
· Lifting of up to 15lbs.
Mental Demands:
· Ability to manage shifting workloads and priorities
· Increased customer demands during peak hours
Hours of Work:
40 Hours per Week; location,days, and hours of operation may vary based on business needs
We are committed to an inclusive, barrier-free recruitment process in accordance with the Accessible Canada Act. Accommodations are available upon request for candidates with disabilities throughout the selection process.
Job Types: Full-time, Permanent
Pay: $23.15-$30.02 per hour
Benefits:
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Ability to commute/relocate:
- Port Elgin, ON: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person
