Customer Service Representative

Quantum Lifecycle Partners LP is Canada's largest and most important integrated computer asset disposal and recycling processor. We are committed to the safe and secure reuse of electronics, the responsible recycling of electronics to divert waste from landfills, and the recovery of natural resources from obsolete electronics.

Title: Customer Service Representative

Location: North Bay, ON, P1A 0E7 (On-site)

Shift time: 8:30 a.m. - 5:00 p.m.

Position Status: Permanent Full-time

Existing Vacancy: Yes

Position Summary

The Customer Service Representative provides support for in-warranty and out-of-warranty depot repair of electronic devices, including laptops, desktops, tablets, and other devices. They resolve customer issues, assist technicians, perform audits, maintain accurate documentation, and collaborate with teams to ensure quality and operational efficiency.

Key Responsibilities

• Communicate with customers by phone and email to gather additional information, provide updates, and manage expectations regarding product functionality, performance, and repair outcomes.
• Coordinate with business partners and colleagues to ensure inbound repair units have valid service orders with accurate customer information and detailed problem descriptions.
• Maintain accurate and detailed records of customer interactions, testing activities, escalations, customer authorizations, and repair-related documentation.
• Perform hands-on testing and troubleshooting of systems and devices to validate reported issues, confirm no-trouble-found cases, and support effective customer resolution.
• Support quality assurance activities by conducting product audits, compiling customer feedback, monitoring repeat repairs, and contributing to continuous improvement initiatives.
• Collaborate with colleagues and technicians to support repair activities, including escalation management, customer authorizations (e.g., out-of-warranty payment approval, password verification), parts supply, resource allocation, media download and cataloging, and ordering-related issues.
• Gather data and prepare reports related to depot performance, while supporting floor audits and inventory counts to ensure operational accuracy across customer, product line, and status categories.
• Monitor unit aging and support the achievement of operational performance metrics and service level targets.
• Participate in cross-training and knowledge sharing with peers to support business needs and operational flexibility.
• Perform other assigned duties as may be required from time to time.

Qualifications

• High school diploma or equivalent.
• 1-2 years of customer service experience preferred.
• Previous leadership experience preferred.

Job Knowledge and Skills

• Strong verbal and written communication skills (French bilingualism is an asset).
• Experience with Microsoft 365 applications, with proficiency in Excel and Outlook.
• The ability to convey information in a friendly, concise, and professional manner to a broad range of customers.
• An aptitude and interest in learning about new hardware, software, and applications.
• A learning-orientation: the ability to take notes, follow instructions, and adapt to changing situations.
• Consistent and high attention to detail.
• Demonstrated ability to work independently with minimal supervision.
• The ability to work cooperatively with local team members and wider group of business partners.

What We Offer

• Company-paid Extended Health & Dental Benefits
• Disability and Life Insurance
• RRSP Match Program up to 4%
• 3 weeks' vacation
• Education Reimbursement Program
• Employee Assistance Program
• Safety Shoes & Glasses Reimbursement
• Employee Purchase Program (up to 22% off on Qnovum.ca)
• Opportunity to play a part in protecting the environment and contributing to sustainability!

Quantum is an equal opportunity employer. We promote excellence through diversity and encourage all qualified persons to apply. We thank you for your interest; however, only those selected for an interview will be contacted. Quantum is also committed to providing accommodations for people with disabilities. If you require an accommodation, we will collaborate with you to meet your needs. Accommodation may be provided in all parts of the hiring process.

Salary or wage rate ranges are the range in which Quantum reasonably expects to set a candidate’s pay for the posted position. Actual placement depends on the individual skills and experience level of a candidate plus the total compensation and equity across team members.

Automated technologies, such as artificial intelligence, may be incorporated into our recruitment process. This includes, but is not limited to, AI-driven screening and assessment methods.

Quantum offers a unique insight into the E-waste industry, with its fast-paced and ever-changing environment! To learn more about us, visit: www.quantumlifecycle.com