Customer Experience Representative

Edmonton-based Levven Electronics is on a mission to make homes more affordable to build, purchase, and operate. Levven is at the forefront of innovative construction and smart home technology.

The Customer Experience Representative plays a crucial role in our mission. You will be giving support to homeowners, construction trades, and home builders with technical issues related to Levven’s suite of products.

Our Customer Experience promise: to give customers confidence that our service process will get them what they need. As the customer’s first point of contact with Levven, you will give life to this promise.

This role will be a part-time position with the opportunity to move into a full-time position as the needs of the department and of the business grows.

Outcomes

• Levven’s builder and trade partners feel their customers will be cared for.
• Consumers believe that Levven will resolve their issues.
• Levven’s investments in product development are informed by end-user experiences.

Responsibilities

• Respond to inquiries and technical issues promptly and effectively, either through phone, email, or online chat.
• Diagnose and resolve product-related issues.
• Ensure customer satisfaction by providing timely, informative responses to customers.
• Maintain accurate records of customer interactions and case resolutions.
• Collaborate with Tier 2 and Tier 3 technical resources to escalate and resolve complex technical issues.
• Identify recurring technical issues and provide reports to the product development team to improve the reliability and usability of Levven products.
• Create and maintain comprehensive technical documentation and knowledgebase articles to assist users in self-help troubleshooting.
• Monitor and react to customer feedback and communicate the need for improvements or additions in Levven’s self-care resources to provide better support.
• Provide training and advice remotely over the phone with business partners and field service personnel.

Knowledge and Skills

• Customer-orientated mindset, with a passion for providing exceptional support and securing customer satisfaction.
• Familiarity with electrical installations, construction, lighting, and building and electrical codes is an asset.
• Prior experience in customer support, technical support, or a related field is an asset.
• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly regardless of the customer’s technical skill level.
• Aptitude to learn the ins and outs of new technologies.
• Familiarity with Office 365, CRM programs, and support case ticketing software.

Compensation

• Salary range $23.00 - $29.00 per hour ($48,000-$62,000 per annum)
• Group health benefits
• Two weeks paid time off
• Education and professional development allowance
• 3/2 hybrid work setting (office, work from home)

Start date Tuesday March 12, 2024.

Job Type: Full-time

Salary: $23.00-$29.00 per hour

Expected hours: 20 – 40 per week

Benefits:

• Dental care
• Extended health care
• Paid time off
• Tuition reimbursement
• Vision care
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Education:

• Secondary School (preferred)

Experience:

• electrical and/or construction: 2 years (preferred)
• Customer Experience/service/support: 2 years (preferred)

Work Location: Hybrid remote in Edmonton, AB T6E 5J4

Expected start date: 2024-03-12