Customer Experience Analyst / Analyste de l'expérience client - Evergreen

Beanfield

About Us

At Beanfield, we’re not just building networks, we’re building communities. We’re dedicated to investing in our 100% Canadian‑based employees, 100% Canadian‑driven investments, and our 100% Canadian operations. We’ve spent over 35 years growing a fibre‑optic network that connects people and businesses across Toronto, Montreal, and Vancouver. Beanfield has always challenged the status quo, believing that everyone deserves fast and reliable fibre internet.

Position Summary

The Customer Experience Analyst reports to the Manager of Customer Experience and is responsible for handling inbound calls from potential customers, identifying their needs, and recommending appropriate products or services to close the sale. Your ability to engage customers, provide excellent service, and meet sales targets will be key to your success. This role will focus on driving growth for the business while delivering an optimal customer experience.

What you will be doing:

• Meet and exceed daily, weekly, and monthly sales and customer retention targets.
• Upsell and cross‑sell additional products or services based on customer needs.
• Document customer interactions, sales, retention and general inquiries accurately in tools.
• Provide exceptional customer service.
• Participate in regular training sessions to stay updated on product knowledge and sales techniques.
• Ensure all customers’ inquiries (via email or phone) are responded to in a timely manner.
• Document, track, and monitor problems to ensure resolutions are completed in a timely manner and tasks are set to the appropriate priority levels.

Skills & Qualifications

• High school diploma with post‑secondary degree or diploma (preferred but not required).
• 5+ years of experience in customer service.
• 3–5 years working in a call‑centre sales environment (preferred but not required).
• Proven experience in a sales or customer service role, preferably in a call centre.
• Strong communication and persuasion skills.
• Strong problem‑solving skills.
• Bilingual English and French considered an asset.

What's in it for you?

• Competitive base salary plus annual bonus based on company and individual performance.
• Permanent, full‑time position.
• A comprehensive group insurance plan – medical, dental, vision care with health and lifestyle spending accounts.
• A fantastic parental leave top‑up program.

Equal‑Opportunity Statement

At Beanfield, we are proud to be an equal‑opportunity employer. We are committed to fostering a diverse and inclusive workplace where all qualified applicants are considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other protected status. Beanfield is dedicated to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in all aspects of employment. If you require accommodation during the application or interview process, please contact recruitment@beanfield.com.

Please note that candidates must be legally eligible to work in Canada at this time. We regret that Beanfield is unable to sponsor employment visas.

All communication regarding recruitment and hiring at Beanfield will come exclusively from email addresses ending in @beanfield.com. We urge candidates to be cautious of unsolicited messages or offers and to remain vigilant against phishing attempts.

À propos de nous

Chez Beanfield, nous ne nous contentons pas de construire des réseaux, nous construisons des communautés. Nous nous engageons à investir dans nos employés 100 % canadiens, dans des investissements 100 % canadiens et dans nos activités 100 % canadiennes. Depuis plus de 35 ans, nous développons un réseau de fibre optique qui relie les particuliers et les entreprises à Toronto, Montréal et Vancouver. Beanfield a toujours remis en question le statu quo, convaincu que tout le monde mérite un accès Internet rapide et fiable par fibre optique.

Résumé du poste

L'analyste de l'expérience client relève du ou de la gestionnaire de l'expérience client. Cette personne est responsable de la gestion des appels entrants de clients potentiels, d’identifier leurs besoins et de recommander les produits ou services appropriés pour conclure la vente. Votre capacité à engager les clients, fournir un service exceptionnel et atteindre vos objectifs de vente sera essentielle à votre réussite. Ce rôle se concentre sur la croissance de l'entreprise en capitalisant sur de nouvelles opportunités tout en offrant une expérience client optimale.

Vos responsabilités

• Atteindre et dépasser les ob