Customer Service Representative

Job description

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you. At ActiveCo, a New Charter Company, we are seeking a Customer Service Representative (CSR) in Vancouver, BC (in other companies this person could hold the title of Customer Support Representative, Client Services Coordinator, Service Coordinator) to serve as the central point of coordination between clients and our technical services team while delivering exceptional customer support. This is a full-time, onsite position based in Vancouver, BC. In this role, you will work closely with customers, field technicians, and internal operations teams to manage service requests, prioritize technician workloads, and ensure issues are resolved efficiently using customer service and ticket management systems. You will play a critical role in maintaining clear communication, coordinating multiple priorities, and providing a calm, reassuring experience for clients during both routine requests and high-pressure situations. To be successful in this role, you should thrive in a fast-paced environment, be highly organized, and confidently manage competing priorities. Strong communication skills, sound judgment, and the ability to keep both customers and technicians informed throughout the service process are essential. We understand that great candidates may not meet every requirement listed. If you meet around 70% of the qualifications and are excited about this role, we encourage you to apply. General Job Duties Include Serve as the first point of contact for customer inquiries via phone, email, and other communication channels. Triage incoming service requests and assign work to technicians based on urgency, workload, and skill set. Monitor and adjust technician schedules throughout the day as priorities change. Provide professional, calm, and reassuring support to clients during outages or other urgent situations. Build and maintain strong customer relationships through proactive communication and exceptional service. Identify customer needs and connect them with the appropriate technician or internal resource. Track, document, and manage customer communications and follow-up activities. Coordinate with technicians and internal teams to ensure timely issue resolution. Monitor open service requests through completion and keep customers informed of progress. Assist with customer-facing documentation, quotes, reports, and administrative tasks. Maintain accurate records within company systems. Perform additional duties as assigned. Required Experience Excellent verbal and written communication skills. Strong organizational skills with the ability to manage multiple priorities simultaneously. Customer-focused mindset with exceptional interpersonal skills. Strong problem-solving and critical-thinking abilities. Self-motivated, dependable, and able to take initiative in a fast-paced environment. Ability to remain composed and professional during high-pressure customer situations. Preferred Experience Experience supporting business clients or customer accounts. Experience coordinating service requests, dispatch operations, or ticket-based workflows. Experience working within technology, managed services, or professional services environments. Proficiency with Microsoft Office and customer service or ticketing platforms. Ability to build long-term customer relationships through exceptional service. Compensation The compensation is expected to start at $45,000 . Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above. The anticipated salary range for this position is $45,000–$52,000 annually . Who We are: At New Charter, we’re building a caliber of business the IT industry hasn’t yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world. At New Charter, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter. ( Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.) Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success. Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We’re on a mission to make a difference, and we want you to be part of the story. Let’s transform the world together and build a career that’s as unique as you are! We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today! Learn more here: Why New Charter . New Charter i s committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.