Customer Experience Specialist

Type: Full-time, Hybrid (3 days in-office, 2 days remote)

Salary Range: $50,000 – $60,000 per annum. Based on experience.

Who We Are:

Novus is a rapidly growing company offering the best in Internet, TV, and home phone services. We pride ourselves in our best-in-class customer service and have our customers at the heart of all of our decisions. We collaborate with an open mind to bring cutting-edge technology to our customers as we continue to strive for success and growth in the communities we service. As a company, we focus on leaning in on our passion, uniqueness, and diversity by providing an inclusive environment for our employees.

Why Novus:

• We’ve been in business since 1996 and are headquartered right here in beautiful Vancouver close to bus routes and Skytrain stations. We live and play in the communities we service.
• We offer a comprehensive benefits package after 3 months of full-time employment.
• Novus also offers generous education reimbursement and employer matching GRRSP programs.
• It’s your birthday! Take the day off.
• Our Fun Club will have you socializing with activities throughout the year.
• We are a dog-friendly office.
• Our office is close to a variety of lunch spots.

Job Description:

• Novus is seeking a dynamic and creative Customer Experience Specialist to join our team. The prime objective of this role is to create moments of surprise and delight for our customers, building upon our reputation for industry-leading customer service. The successful candidate will have a background in both marketing and customer service, with a passion for innovation and a friendly, approachable personality.

Responsibilities:

• Mapping Our Customer Journey: Develop a comprehensive understanding of the entire customer journey for Novus’ customers, identifying opportunities for improvement and innovation.
• Survey Creation and Analysis: Design and implement surveys for various products, services, and Customer Experiences, including customer onboarding. Analyze survey data to make informed recommendations for enhancing the Customer Experience.
• Cross-Functional Collaboration: Work collaboratively with different departments to implement positive changes based on survey data and customer feedback.
• Segmentation and Personalization: Segment the customer list and create personalized moments of surprise and delight, such as sending gifts, anniversary letters, organizing thank-you events, and more.
• Other Marketing Duties: Assist with other marketing duties as required, contributing to Novus’ overall marketing efforts.

Requirements:

• Relevant experience in a Customer Experience or customer service role, preferably with a background in marketing.
• Exceptional project management skills and experience, with the ability to effectively manage multiple projects and deadlines simultaneously.
• Strong ability to review and interpret data to make informed decisions.
• Cross-functional collaboration skills, with the ability to work effectively across different departments.
• Friendly and approachable personality yet unafraid to ask tough questions.
• Creative thinker who thrives on coming up with new and fresh ideas to enhance the Customer Experience.
• Comfortable working in a hybrid environment (3 days in-office, 2 days remote) and weekends and nights as required.

How to Apply: If you are passionate about creating exceptional Customer Experiences and are excited about the opportunity to contribute to Novus’ mission, please email your resume and cover letter detailing your relevant experience and why you are the ideal candidate for this role to humanresources@novusnow.ca.

Join us in shaping the future of high-speed Internet services and delivering moments of surprise and delight to our customers at Novus. Apply now!