Bilingual Service Coordinator - 12 month maternity leave position

Location: Vancouver

Do you have a passion for technology? Do you like working in a fast-paced, exciting, and dynamic environment? If so, then Radiant might be the place for you! We are currently looking for a Bilingual (English/French) Service Coordinator to join our Fulfillment department. Fluency in English AND French is a MUST. A strong technical aptitude is a definite asset but all qualified candidates are encouraged to apply.

Radiant Communications: Big Enough to Deliver, Small Enough to Care

Radiant is one of Canada’s leaders in providing dedicated business Internet communication solutions to companies across the country.  Our mission is to engage, inspire and empower people and communities with innovative and well-designed products and services in the areas of connectivity, internet security, and cloud computing. Radiant is in an unique position where we are big enough to deliver exceptional value through operational excellence in every aspect of our business, but small enough to ensure complete customer satisfaction.

We provide businesses with a comprehensive range of IP-based data communications services including the largest on-net DSL footprint across Canada and the United States.  From our data centres in Toronto and Vancouver, Radiant delivers cloud computing services connected directly into customers’ private networks. These cloud computing services include hosting virtual servers, online storage, mission-critical applications and disaster recovery environments.


Position Summary

Based in Vancouver, the Service Coordinator is responsible for entering orders, coordinating service implementations, working with external vendors, and fulfilling general customer requests and inquiries. On a day-to-day basis, the Service Coordinator interacts with all internal departments, in particular Provisioning, Tech Support, and Finance/Billing. This position plays a large role in our commitment to exceptional customer service. Therefore, the successful candidate must be customer focused, a team player, self-motivated, results-driven with a great attitude and a willingness to learn. 

Responsibilities

  • Process and manage customer orders to completion – order entry, order coordination (internally and with our vendors), and ensure prompt customer communication
  • Ensure customer satisfaction by making sure Customer Promise Dates are met
  • Handle customer inquiries promptly and escalate issues to management as needed
  • Work with other departments to ensure trouble tickets are resolved
  • Perform other duties as required

 Skills/Experience

  • High School diploma and/or equivalent experience is required
  • Bilingual in English and French is required
  • Technical degree or diploma and a general understanding of Internet connectivity services (DSL, Cable, Wireless), Web Hosting, Cloud Computing, and/or project management is a definite asset
  • Minimum 3 years of experience in a customer service related role required, preferably in a technology related industry
  • Strong customer focus with a commitment to providing exceptional customer service
  • Strong commitment to deadlines and work ethic – taking accountability and ownership to overcome roadblocks to ensure Customer Promise Dates are met
  • Ability to thrive in a challenging, demanding, and rapidly changing environment without close supervision
  • Ability to work cooperatively and effectively with fellow team members, clients and other internal departments
  • Flexibility to adapt and accept various tasks to ensure the overall team objectives are met
  • Detail oriented with an appreciation for processes and process improvements
  • Desire and interest in pursuing a long term career in the technology industry
  • Excellent organizational skills with a strong ability to prioritize
  • Excellent written and verbal communication skills
  • Strong computer skills, including Microsoft Office programs (Word, Excel, Outlook etc.)
  • Prior experience using an order entry management database, a trouble ticketing system, and/or a client relationship management system (e.g. Microsoft CRM) is an asset
  • Account Management experience an asset

Radiant now welcomes application for this role at HR@radiant.net. Please state the job title in the subject line.