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Customer Service Representative - Tier 1 Full-time (Vanderhoof, Smithers, Campbell River or Prince Rupert.)

This is a sales and customer service-oriented position with extensive contact with the public.

248 3 Ave W, Prince Rupert, BC V8J 1L
100+ Staff
Moderate Noise
Dress Code
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Job Description

Customer Service Representative - Tier 1 
Full-time (Vanderhoof, Smithers, 
Campbell River or Prince Rupert.)
Hours of Work: 
Reports to: 
Customer Service 
Customer Service Representative – Tier 1 – Full-Time
As per IBEW 213 Collective Agreement – Hours of Work 
As per IBEW 213 Collective Agreement – Wage Scale - Customer Service Tier 1
Vice President of Customer Service/Customer Service Manager
Nature of Work
This is a sales and customer service-oriented position with extensive contact with the public. This position 
requires an individual with good customer service skills, organizational ability and initiative when dealing 
the demands of this position. A CSR 1 is expected to handle customer service sales and/or inquiries by 
telephone inbound/outbound calling, email requests and in person, accurate completion of workorders for 
installation, changes of service and payments on accounts.
Principal Accountabilities
➢ Maintain and develop positive relationships with CityWest Customers to provide the best customer
➢ Manage customer requests for products and/or services information, order status, order request and
supporting CityWest products
➢ Utilize fact-finding skills to qualify and quantify customer requirements to ensure that customized
solutions provided meet customer expectations and business requirements
➢ Communicating CityWest product and services to existing and new customers. This may be done
in-person, on the phone and via outbound calling campaigns
➢ Respond to email requests and inquires utilizing superior customer service and business writing
➢ Additional duties based on business needs
Required Education 
➢ Secondary School Diploma
➢ Post-Secondary studies are an asset
Qualifications and Experience 
➢ Minimum of one-year experience in a computerized environment
➢ Minimum one year of customer service experience
➢ Experience with Microsoft Office 365 Suite – Excel, Word, Outlook etc.
Skills and Competencies
➢ Ability to interact and communicate professionally with a diverse group (peers, customers,
supervisors, managers, and subject matter experts)
➢ Good communication skills (oral and written)
➢ Strong problem-solving skills
➢ Organized, attentive to detail.
➢ Ability to work through stressful situations.
➢ Ability to work individually and as part of a team.
Please note that interviews may be required to determine skills and qualifications for the position. Please 
submit a cover letter and resume and an internal CityWest Application in confidence to the attention of 
Human Resources at CityWest 248-3rd Avenue West, Prince Rupert, B.C. or by email to
We thank all applicants in advance for their interest, but we will only be contacting short-listed candidates 
for interviews.

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