Position: Client Services Advocate
Location: Dartmouth, Nova Scotia
Due to continued growth and expansion, ADS is currently looking
to hire a Client Services Advocate in Dartmouth, Nova Scotia to
join their dedicated team of local experts which spans across five
Canadian offices.
Responsibilities
In this hands-on role, you will be responsible for:
- Responding professionally to incoming telephone calls and
service requests.
- Evaluating and routing requests for IT and ERP services,
hardware procurement, and general inquiries.
- Creating incident cases using SageCRM software, logging all
pertinent information.
- Taking ownership and engaging with the client during all stages
of the resolution process to meet contractual obligations.
- Following up on "Urgent" and "High Priority" cases to ensure
and expedite client resolution.
- Triaging cases to determine severity and escalating to higher
technical resources when required.
- Maintaining thorough documentation in various internal tracking
systems (such as SageCRM and ticketing software).
- Reporting on case statistics for benchmarking and improvements
and maintaining corporate CRM client records.
- Working closely with the support team to proactively manage
client infrastructure
Qualifications
We are seeking candidates that will bring the following skills
and experience:
- 5-8 years experience in a client services focused role
- Sound judgement and the ability to make smart decisions
quickly
- Enthusiasm, passion, and energy to facilitate relationship
building and foster rapport with clients.
- Ability to multi-task, work proactively and prioritize daily
activity
- Sense of command and accountability; natural leader with a take
charge attitude.
- Great interpersonal and communication skills - especially over
the phone.
- Ability to instil a sense of confidence and assurance in the
client that issues will be resolved professionally and
promptly.
- University Degree or College Diploma from a recognized
post-secondary institution (or equivalent).
If you are keen to provide outstanding service and support to
assist dynamic Canadian businesses achieve their goals, please
forward your resume to careers@atlanticdatasystems.com.
1.800.563.8484
