[Hiring] Client Experience Representative @LUMINULTRA TECHNOLOGIES

Role Description

Luminultra is recruiting a Client Experience Representative to join our Client Experience Team. In this role, you will focus on delivering a seamless, high-quality experience while supporting clients across all stages of their journey with Luminultra’s products and services. You will own daily client interactions, ensure timely responses and resolution of inquiries while maintaining established Service Level Agreements across multiple communication channels. You will take ownership of customer support activities, including managing inbound requests, delivering product training, and guiding clients in successfully implementing their testing programs. Along the way, you’ll contribute to continuous improvement efforts by enhancing knowledge resources and support platforms, ensuring both internal teams and customers have access to clear, relevant information.

This position offers a base salary range of $45,000-54,000 CAD depending on experience, with the opportunity for increased compensation through our bonus program.

As the Client Experience Representative, you will support key organizational objectives and have key responsibilities such as:

• Deliver exceptional customer support maintaining our Service Level Agreements for response time and case resolutions for all product offerings via ticket replies, phone and video calls.
• Create and deliver engaging customer trainings for our complete suite of product offerings, providing customers with the information required to successfully deploy their testing programs.
• Support the continuous improvement of our knowledge center and ticketing platform to ensure that both internal and external facing training & support content is relevant to guide all stakeholders.
• Support revenue-generating activities, including routine customer outreach, issuing quotes, and facilitating transactional sales to ensure customers can maintain their testing programs.
• Support the Client Success model through ownership of day-to-day Key Account support activities, including order processing, technical inquiry management, escalation support and other client-facing activities, while partnering with Key Account Managers to deliver a seamless, high-touch client experience.
• Support sales administration and customer onboarding processes, including new customer setup, export compliance documentation, account maintenance, and related workflows that enable a seamless client experience.
• Maintain and foster strong collaborative relationships with customers and internal teams, including Sales, Applications, and Support Teams.
• Other duties, as assigned.

Qualifications

• 1-3 years of experience working in a customer-facing role.
• Intermediate proficiency in Microsoft Excel.
• Ability to manage multiple priorities in a fast-paced environment.
• Commitment to delivering a consistent, high-quality customer experience.
• Ability to build and maintain strong relationships with clients and internal teams.
• Experience using CRM systems, ticketing platforms, or customer support tools is considered an asset.
• Educational background in Business or Science is considered an asset.

Benefits

• Generous paid time off policies, such as 5 paid flex/sick days, 2 volunteer days, and 3-weeks paid vacation and 11 paid holidays.
• Group RRSP plan with 3% company matching contributions.
• Firm sponsored social events.
• Opportunities for performance bonus pay based on target achievement.
• Eligibility for health, dental, vision, life, critical illness, AD&D, and LTD benefits (family and single coverage) along with mental health resources and an Employee Assistance Program.