Great companies start with great people!
Citron is a people first organization. Which is to say, our strength comes from our teams of professionally-trained and Citron Certified Technicians. Citron Hygiene is first and foremost a service business specializing in hygiene, sanitation and disinfection services for washrooms and common areas that meet the needs of commercial establishments and property managers. At Citron Hygiene, we have created a fun, inclusive, collaborative, and team-oriented culture. All departments work together to achieve company goals, with camaraderie and respect. We are completely committed to fostering a great culture because we value our internal talent and work hard on maintaining an environment that provides opportunity to those who seek it out.
Customer Success Representative
Reports to: Head of Customer Success
Compensation: $51,000
Role Overview
The Customer Success Representative serves as a key point of contact and first impression for customers. This role is responsible for managing incoming inquiries, coordinating service requests, and ensuring a seamless customer experience. You will act as a liaison between customers, service teams, and sales, while also supporting contract review and approval processes.
This position is ideal for candidates who thrive in a fast-paced environment, enjoy problem-solving, and excel at delivering exceptional customer service.
Key Responsibilities
Customer Experience & Support
- Serve as the primary point of contact for incoming customer calls and inquiries
- Resolve customer concerns and complaints in a professional and timely manner
- Provide accurate information and ensure a high standard of service at all times
Order & Service Coordination
- Process, verify, and manage customer orders using internal systems
- Schedule service requests and coordinate with field technicians
- Communicate with internal teams to resolve order or service-related issues
Sales & Contract Support
- Review, audit, and approve sales contracts for accuracy and completeness
- Collaborate closely with Sales to ensure smooth contract execution
- Support outbound customer engagement and soft-selling initiatives (as needed)
Systems & Reporting
- Maintain accurate customer records in Salesforce and internal systems
- Manage and prioritize the service queue
- Generate and support reporting for customer service performance and operations
- Process credit card transactions for applicable orders
Team Collaboration & Continuous Improvement
- Partner with cross-functional teams (Sales, Operations, Finance) to improve processes
- Contribute ideas to enhance efficiency, accuracy, and customer satisfaction
- Participate actively in team initiatives and departmental improvements
Qualifications
Must-Have
- Bilingual in English and French
- 2–5 years of experience in a call center or customer service environment
- Strong proficiency in Microsoft Office (Excel, Word, Outlook)
- Excellent communication and interpersonal skills
- Strong problem-solving and multitasking abilities
- High attention to detail and accuracy
- Ability to work flexible hours (between 8:00 AM – 8:00 PM weekdays)
- Comfortable working on a computer and phone for extended periods
Nice-to-Have
- Experience with Salesforce or CRM systems
- Background in retail, hospitality, or service-based industries
- Experience with outbound calling or soft sales techniques
- Knowledge of hygiene, facilities, or consumables industries
Working Conditions
- Primarily office-based role with significant time spent on calls and computer systems
- Fast-paced environment with multiple priorities and deadlines
- Requires sustained focus, attention to detail, and adaptability
What You’ll Bring
- Strong customer-first mindset
- Ability to collaborate across teams with professionalism and tact
- Positive, outgoing attitude with a solution-oriented approach
- High level of organization and accountability
Why Join Us
- Opportunity to play a key role in customer experience and business success
- Collaborative and supportive team environment
- Exposure to cross-functional teams and business operations
- Career growth opportunities within a growing organization
VACANT ROLE
The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.
Citron Hygiene is an equal opportunity employer and welcomes applications from qualified individuals from all backgrounds and abilities. In addition, reasonable accommodations may be made to enable individuals with disabilities throughout the recruitment process and to perform the essential functions of this position.
As a people first company, we believe every candidate deserves a genuine human experience. Our recruitment process is fully human led; no AI is used at any stage. Every review, assessment, screening, and hiring decision is made thoughtfully by a recruiter and/or a hiring manager.
Citron Hygiene values the integrity of the recruitment process and strongly encourages applicants to rely on the following trusted sources for information about available employment opportunities: Citron Hygiene's official company website, Indeed, and Glassdoor.
