Imagine Communications

  • Customer Service Representative

    Job Locations CA-ON-North York
    Posted Date 3 months ago(3/29/2018 12:57 PM)
    Requisition ID
  • Company Overview

    Every day, Imagine Communications is delivering billions of media moments all over the world — anywhere, anytime and on any device.


    Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues. Today, we’re driving an industry transformation by investing deeply in a new generation of media enabled by IP, virtualization, cloud infrastructure and software-defined networks.


    At Imagine Communications, groundbreaking work is part of our everyday environment.  All our employees play a vital role in our organization, helping the media industry enable instant access to moments that matter.  Wherever your skills fit in our business — from engineering and sales to service and support — you’ll find you gain much more than just a job. At Imagine Communications, you’ll gain the opportunity to contribute to the transformation that’s taking place in the way the world is consuming media.


    If you’re looking to join a market leader and take your career to the next level, contact us today!

    Specific duties include but are not limited to

    The primary responsibility of the Customer Service Representative (CSR) is to respond to general questions from customers and internal personnel regarding service orders or issues.

    The CSR will be the first level contact for customers requiring Technical Support of internal products.

    The CSR is responsible for processing orders for Internal and external customers, monitoring service inventory, and general administrative tasks. 

    Must be flexible to work a rotating Shifts (including evening & weekends)

    Must be able to work Holiday

    Represent Customers

    • Assure constant coverage of the call center phones
    • Answer general questions from customers over the phone
    • Act as a primary contact for Internal technical support staff
    • Assist with basic technical support where possible
    • Act as primary contact for questions regarding the status of service orders
    • Escalate technical issues to the appropriate Support Specialist, Technologist, or Inside Sales Engineer
    • Act as an advocate for both the company and the customer

    Service Orders

    • Perform all aspects of order entry includes:

    Receipt of PO

    Data Entry of Order

    Ensuring Product is shipped out on time

    Invoice is sent to customer

    • Issue an order within 1 hour
    • Confirm accuracy of pricing, discounts, model numbers, and obtain configurations when necessary
    • Determine sales tax requirements when necessary
    • Work with Finance to resolve credit issues and supply supporting documentation when necessary.
    • Obtain purchase order and shipping information from the customer
    • Complete all Metrix and Oracle transactions timely and accurately

    •          Follow-up with customers to assure issues are adequately resolved


    • Experience in Broadcast, Networking or Telephony manufacturing or service environment an asset
    • 1yrs + experience in a Call Center environment an asset.
    • Demonstrated ability to handle and resolve customer problems
    • Working knowledge of Microsoft Office
    • Familiar with business operating systems – knowledge of Siebel/Oracle preferred
    • Successful experience working in a cross-cultural team environment

    Customer Focus

    Demonstrates understanding of how the role affects the end-user customer or other team members/departments involved in serving the customer by:

    • Scheduling own activities to maximize efficiency of customer service
    • Seeking clarification to ensure that customer needs are clearly defined
    • Focusing on providing efficient and reliable service to internal and/or external clients


    • Develops and effectively applies communication skills to build and maintain relationships, and to influence the actions or behaviors of others by interpreting and communicating technical or functional information in a “user friendly” manner


    Demonstrates that he/she is able to:

    • Solve problems using independent thinking to adapt known methods or techniques based on previous experience and/or technical expertise
    • Articulate explanations, alternatives and recommendations
    • Exceptional organizational skills; methodical in a multi-tasked environment

    •          Demonstrated time management skills and the ability to reliably meet commitments


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