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Job Post Details

Customer Service Account Manager - job post

Raffle Nexus Canada Inc.
Surrey, BC V3S 1L3•Hybrid work
$23–$25 an hour - Full-time

Job details

Pay

  • $23–$25 an hour

Job type

  • Full-time

Shift and schedule

  • Day shift
  • Monday to Friday

Location

Surrey, BC V3S 1L3•Hybrid work

Benefits

Pulled from the full job description

  • Paid time off
  • Vision care
  • Dental care
  • Life insurance
  • Casual dress
  • Extended health care
  • Work from home

Full job description

Customer Service Account Manager

Raffle Nexus is a software company that facilitates raffles for charitable gaming fundraisers. Our purpose is to assist non-profit and charitable organizations to make a positive impact on their chosen cause.

The customer service account manager is a key role within the Raffle Nexus team, it directly serves Raffle Nexus clients and ensures their experience with the company and its services is positive, dependable, and successful, exceeding expectations. It is the role of the customer service account manager to establish relationships with clients, building trust and rapport and ensuring Raffle Nexus is top of mind when building out their next raffle or 50/50.

This is a full time, hybrid role with the expectation that the person selected for this role will work from our office in Cloverdale on Tuesdays and Thursdays.

Qualifications

  • Minimum 3 years of customer service experience
  • Previous experience working with non-profit or charitable organizations an asset
  • Previous experience working within BC Gaming an asset
  • Experience working with Wrike and Hubspot an asset
  • Proven ability to build relationships and rapport with customers
  • Ability to demonstrate professionalism
  • Previous experience working in a remote role
  • Ability to respond in a timely manner
  • English speaking

Job Responsibilities

  • Onboarding of new clients
  • Oversee program execution from start to finish
  • Complete program checklists in a timely manner
  • Establish trust and rapport through communication
  • Ensure highest level of customer service and continued loyalty to our brand
  • Respond to customer inquiries timely and effectively, thoroughly answer all questions
  • Consistent follow up with clients to ensure timelines are met
  • Provide customers with satisfactory information in order for them to run their program ie. How to guides
  • Problem solve
  • Investigate customer issues and complaints in a timely and professional manner, provide resolution
  • Escalate issues when appropriate to do so
  • Ongoing communication with Operations Manager
  • Utilize Slack and Wrike as communication and project management tools
  • Collaborate with the rest of the customer service team on ongoing issues, recommendations for improvements

Qualities and Skills

  • Strong interpersonal and communication skills, verbal and written
  • Computer Savvy- ability to use Gmail, messaging systems like Slack, DocuSign
  • Customer focus- customer centric mindset
  • Quick learner
  • Self motivated
  • Relationship building
  • Positive attitude
  • Adaptability
  • Team player
  • Solution focused
  • Patient and empathetic

Job Type: Full-time

Pay: $23.00-$25.00 per hour

Benefits:

  • Casual dress
  • Company events
  • Dental care
  • Extended health care
  • Flexible schedule
  • Life insurance
  • On-site parking
  • Paid time off
  • Vision care
  • Work from home

Flexible language requirement:

  • French not required

Schedule:

  • Day shift
  • Monday to Friday

Experience:

  • customer service: 3 years (required)

Work Location: Hybrid remote in Surrey, BC V3S 1L3

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