ENCOM Wireless Data Solutions is Looking for Customer Service Representative Full Time

WHAT’S THE BIG IDEA

A summary of the role.

We are looking for a highly energetic, driven professional with sound business acumen, strong technical aptitude, and natural sales instincts to work with our sales team to penetrate new wireless markets through introducing new wireless concepts to the Intelligent Traffic Systems market.

At Encom, the Customer Service Representative will be responsible for making sure our customers and end users are well cared for. The Customer Service Representative will be the first point of contact for all inbound inquiries – whether it be the dreamer looking for guidance or the customer looking for order status, you will be there. We pride ourselves in ensuring our customers are supported and taken care of.

This unique opportunity will allow you to not only help shape a new future in wireless, it will be an opportunity to help shape your own career.

JOIN THE WIRELESS REVOLUTION

How do we describe the culture?

Encom Wireless (https://www.encomwireless.com/) was founded in Calgary, Alberta, Canada over 35 years ago. From the very beginning, our focus has always been to design and deliver innovative wireless data solutions to municipal and industrial customers. With features that provide our customers the flexibility to CONNECT EVERYTHING, our devices are easy to install, compatible with any network, and are very cost-efficient to deploy. Our Sales team is determined to serve each customer with the utmost integrity and urgency in our solutions-driven approach.

Encom is committed to customer engagement and making sure it is at the forefront of what we do. The customer experience is number one in our minds. We value those who can step back and take the viewpoint of a customer, and those that are able to communicate openly and respectfully. We like to be collaborative and try to foster the curious and open minded. Most of all we want to see those that do what is right and not what is easy. So, if you can work with Integrity, Honesty and the Grit needed for perseverance, our team is for you. We are known as a fun, close knit group who likes to maintain a healthy work life balance and expect people to treat everyone as they wish to be treated.

Sound like somewhere where you want to work? Let’s connect and help make the future wireless!

WHAT YOU’LL BE DOING?

What are the major functions and tasks required to serve the team?

The Customer Service Representative will work cooperatively with outside sales and other members of the ENCOM team to grow existing customers, create new customers and meet or exceed all customer related tasks while exceeding their expectations. As our focus is on customers, they will always remain number one, but this role will also have a healthy mix of other related activities as well to help further nurture engagement. You will also work as a liaison with all departments to both gather and provide information to all parties. An implicit responsibility of this role is to conduct business dealings in a way that creates a superior customer experience that will set the stage for effective follow-up, as well as future product sales. This position will report directly to the Director of Sales.

50% – Customer Service Inquiries

• Respond to, qualify, and triage customer incoming inquiries
• Guide customers through the service and support side of Encom
• Monitor scheduled shipment dates to ensure timely delivery and expedite as needed
• Help define customers’ needs and gather key information to update our CRM
• Build rapport with contacts over a long-term, multi-touch relationship through multiple media (email, phone, social accounts, etc.) by offering insights and resources that support them during and after the buying cycle
• Provide sales quotes, technical information, recommendations, process times and status and in general be the customer advocate.
• Work on the front-end web chat client

40% – Administrative Related tasks

• Generating new leads by working with and updating the digital marketing platform
• Actively support and promote all company marketing initiatives
• Following through on guiding clients through the support tickets
• Work on RMA tracking related activities
• Produce order confirmations and tracking orders through our system
• Be ready to wear multiple hats to get a job done
• Trade show preparation and planning

10% – R&D for Sales related new lead development and markets

• Work on and help define new markets and leads
• Implement and brainstorm creative new ideas for markets/products
• Spend time improving on internal processes

Key Results:

• You demonstrate Encom’s core values through all aspects of your work including collaborative Communication, Curiosity, Courage and Grit.
• You understand the client’s industry, challenges, and opportunities; clients describe you as positive, professional, and delivering high-quality work
• You identify, recommend, and are focused on effective service delivery to your clients
• You share in an inclusive and engaging work environment that develops, retains & attracts talent
• You actively participate in the adoption of digital tools and strategies to drive an innovative workplace
• You grow your expertise through learning and professional development.

JOB REQUIREMENTS

How will you be measured?

Our ideal candidate is someone who loves to work at finding the answers, solve problems, is energized by interacting with people and liberally applies a healthy sense of humor to have fun while doing so. They thrive when they don’t have all the answers, the process isn’t defined, and the tools aren’t always built. They are truly entrepreneurial, write their own material, get stuff done without many resources, and adapt quickly.

Requirements

• A commanding desire to learn and succeed.
• Persuasive personality and a sense of humor are imperative. Thrives on engaging conversation with total strangers.
• Candidates who have experience in of the following is preferred: wireless solutions, technical support, Administrative roles and customer facing roles.
• Anything less than blackbelt level Google/web skills need not apply

WORKING AT ENCOM

What’s in it for you?

So, what can Encom offer you? We take care of our people. You’ll receive a base compensation, generous benefits, and a good bonus structure. You’ll be quickly learning the industry’s leading techniques and tools, be compensated well, and become a key contributing member of a small, close-knit team. Sound like a team you want to be a part of?

Encom Wireless Data Solutions is in a unique growth position today. We work closely with municipalities from all different areas and love enabling success for our customers. We love to help drive the technology of tomorrow, today. We are entrepreneurial and most importantly – fun! Sounds awesome right?

Culture. Flexibility. Fun. Rewards and Personal Development … We get it. To learn more visit www.encomwireless.com (http://www.encomwireless.com)

Online applications are preferred. Encom Wireless Data Solutions is an equal opportunity employer. We thank all applicants for their interest; however, due to the high number of resumes we receive, only short-listed candidates will be contacted.

For additional information on this posting, please contact us directly. Please apply using our online system.