Customer Acquisition and Experience Coordinator

Description: 

Niagara Regional Broadband Network (NRBN) is the Region’s leading service provider of high-performance data, voice, and networking solutions. In this exciting new role, you are responsible for developing new residential sales opportunities, assisting with customer onboarding, as well as providing timely response to customer inquiries. In this exciting and challenging role, the Coordinator will be responsible for building relationships, seeking opportunities, and growing revenue.

Acting as a brand ambassador, the Coordinator assists in community outreach to educate customers (existing and potential), as well as increase brand awareness and loyalty.

Hiring Organization: 
Niagara Regional Broadband Network Limited (NRBN)
Location: 
4343 Morrison St., Niagara Falls, ON
Responsibilities: 
  • Assisting with the development and implementation of sales plans, forecasts, and budgets for residential markets, and acquiring new business for the company
  • Supporting the Manager, Marketing in analyzing the effectiveness of residential sales, methods, costs, and results
  • Securing new and expanded opportunities through prospecting, networking, and relationship building
  • Presenting strategic and innovative ways to introduce our products to new customers and increase relevance, while also looking for transformational opportunities that change our perception of our products
  • Drafting correspondence to existing and prospective clients; gather, prepare, and distribute marketing materials
  • Contributing to the development of NRBN’s customer experience strategies and roadmap
  • Establishing and maintaining effective relationships with customers via email, phone, in-person, and via video conferencing (as required)
  • Keeping complete and accurate CRM database records on prospective accounts and contacts
  • Identifying opportunities for sales growth through effective lead generation activities such as cold calling, emailing, and directed campaigns
  • Working to attain and partner with a “community champion” to assist in achieving sales goals as well as promote new services and opportunities
  • Assisting with the preparation of presentations and pitches for prospective customers, community champions, and neighbourhoods
  • Contributing to engagement programs by participating in community meetings and information sessions
  • Assist with the preparation of reports, as required
  • Supporting full cycle customer onboarding (scheduling installs, answering inquiries, providing product information, etc.)
  • Following customer retention strategies and provide outstanding customer care to minimize turnover
  • Providing customers and prospective customers with accurate pricing and technical documentation, based on information available
  • Creatively solving challenging problems; strategically and enthusiastically
  • Assisting in customer retention, providing solutions to minimize cancellations
  • Maintaining exemplary product knowledge to ensure accurate and concise information and education provided
  • Recording customer interactions (comments, complaints, inquiries, etc.)
  • Ensuring a positive customer experience with each interaction and providing professional customer support
  • Other relevant duties and projects, within the scope and spirit of the position
Qualifications: 
  • A Diploma in Sales and Marketing, Communications, or Public Relations. Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic/experience requirements
  • Proficiency with Microsoft 365 applications
  • Experience with CRM systems and customer billing systems considered an asset
  • Strong presentation and public-speaking skills
  • Strong ability to multi-task, prioritize and work efficiently to meet required deadlines
  • Excellent communication skills: ability to listen actively and communicate both verbally and in writing
  • Ability to take initiative; proactively seeks and implements solutions to enhance organization’s efficiency
  • Superior organizational skills with attention to detail
  • Excellent creative problem-solving skills
  • Exemplary time management skills and capable of working productively with minimal supervision
  • Adaptable to adapt to changes in process, systems, and organizational structure
  • Cooperative when taking direction and coordinating with other departments
  • Ability to collaborate with other departments and communicate at various levels of understanding
Base Salary: 
TBD
Work Hours: 
40/wk
Benefits: 
  • An attractive compensation plan with a combination of base salary and annual bonus
  • A company-paid benefits plan (includes medical, dental and prescription medication)
  • Immediate enrollment in the OMERS pension plan
  • An opportunity to work in a growing entrepreneurial organization with great culture that rewards success
  • An opportunity to join a fun, dynamic team with excellent potential for career advancement
Education Requirements: 

A Diploma in Sales and Marketing, Communications, or Public Relations. Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic/experience requirements

Experience Requirements: 
  • Proficiency with Microsoft 365 applications
  • Experience with CRM systems and customer billing systems considered an asset
Employment Type: 
Full Time
Additional Information: 

Working Conditions

  • Walking, standing, and sitting for long periods is required
  • Frequent local vehicle travel
  • Rotational shift hours may be required to ensure proper support coverage for NRBN customers during evening and weekend
  • Occasionally required to extend hours of work to meet work demands or customer requirements including evenings or weekends

 

Special Conditions

  • This position requires the incumbent to undergo a Criminal Records Check and submit a Canadian Police Clearance Certificate (‘PCRC’, ‘CRC’)
  • A valid G-class driver’s license and clean driving abstract is required

Language(s)

  • English
  • Bilingualism (English/French) considered an asset

 

Please submit all resumes directly to [email protected]

 

NRBN is committed to the principle of equal employment opportunity. All employment decisions at NRBN are based on business needs, job requirements and individual qualifications.

We thank you for your interest, however only qualified applicants will be contacted

Job Types: 
Customer Service Representative
Event/Field Marketing Representative
Inside Sales Representative
Industry Sector: 
Information and Cultural Industries