[Hiring] Operations Support Manager @TELUS Agriculture & Consumer Goods

Role Description

The role of the Operations Support Manager-Customer Support Representative is to improve both the mobile and online experience for the Customer. The ideal candidate is a team player who communicates effectively with a wide range of customers, as well as internal personnel. This position offers an exciting opportunity for those interested in working diligently with customers and cultivating strong working relationships. A detail-oriented candidate with a desire to work in an active environment for a fast-growing company will thrive in this job function.

• Strive to provide excellent service standards resulting in overall customer satisfaction and retention.
• Aid in fostering and growing customer relationships.
• Partner with an interdependent account team as needed.
• Champion TELUS Agriculture and Consumer Goods within customer organizations while advocating internally for them.
• Aid in maintaining first-line-of-support for TELUS Agronomy and any other online platforms.
• Provide an excellent customer service experience to all customers, especially regarding time-sensitive issues.
• Conduct timely, knowledgeable, and friendly phone, email, and chat support for clients both during hours and off hours, when necessary.
• Effectively track all communications with customers in the company CRM.
• Follow a structured and comprehensive onboarding process for both online and mobile customer accounts and maintain a good account structure in the system for the customers.
• Conduct webinars, track attendance, quality of content and provide updates on newly released features.
• Assist with data migration from 3rd parties as needed.
• Collaborate with the Enterprise Account Manager on a regular basis on any and all enhancement requests, account modifications and user feedback to ensure a seamless understanding of the customer’s account and needs.
• Proficiently anticipate, identify and resolve customer concerns promptly and effectively.
• A remarkable aptitude for assisting and training customers with technology.
• Act with a sense of urgency execute and implement strategies that positively impact adoption and grow client usage of Agrian software.
• Provide support for key customers via phone or email outside of documented business hours as necessary.
• See tasks through to completion regardless of obstacles.
• Possess a moderate understanding of precision ag hardware and software.
• Excellent knowledge of farming practices and agricultural equipment and electronics.
• Develop knowledge of Agrian’s products and pricing strategies.
• Develop an excellent knowledge of Agrian’s internal tools for the purposes of account setup/modification and troubleshooting.
• Collaborate and communicate timely and accurate information regarding client issues and concerns to other members of the Client Success team.
• Accurately track all customer interactions in the CRM program which includes regularly updating and maintaining the CRM information.
• Eagerness to learn and undertake additional responsibilities in an ever-changing, fast-paced environment.
• Ability to build appropriate rapport and establish constructive and effective relationships with peers and customers.
• High level of personal integrity, confidentiality, and accountability.
• Ability to adapt personal style, work methods, and individual capabilities to contribute to Agrian’s Customer Success goals.
• Excellent planning, time management, communication, presentation, and organizational skills.
• Aptitude to handle multiple projects simultaneously while maintaining a detailed and methodical set of procedures.
• Enthusiasm to provide detailed, above-par results.

Qualifications

• Post-secondary education (Bachelor’s Degree preferred) in a related field such as Agricultural Business, Plant Science, Agronomy, Farm Management, or Precision Agriculture.
• Minimum of 1-3 years account management experience in an Agricultural related field with the use of a web-based or mobile platform.
• Knowledge of farming practices and equipment.
• General knowledge of the principles and practices of soil fertility, fertilizer recommendations, site-specific agronomy, and GIS systems/GPS technologies.

Accessibility

TELUS Agriculture & Consumer Goods is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.