Role Description At Eastlink, great customer experiences start with great conversations. As a Customer Sales & Service Consultant, you'll be the first point of contact for many of our customers. You'll answer questions, solve problems, and help customers find products and services that fit their needs. No two calls are the same, so every day brings something different. As a Customer Sales & Service Consultant, you'll support customers through inbound calls while balancing exceptional service with sales opportunities. In this role, you'll: - Answer customer questions about accounts, billing, products, and services - Take the time to understand customer needs and recommend the right solutions - Help customers with upgrades, plan changes, and service requests - Resolve concerns with professionalism, empathy, and a focus on finding solutions - Identify opportunities to promote products, services, and promotions that provide value - Meet individual sales and performance goals - Accurately document customer interactions across multiple systems Qualifications - Strong communication and relationship-building skills - Comfortable balancing service and sales conversations - Reliable, accountable, and open to feedback - Organized and able to multitask in a fast-paced environment - Detail-oriented with a focus on accuracy and quality - Available to work evenings and weekends as required - Experience in customer service, retail, sales, hospitality, or a call center environment is an asset - Don't have direct experience? We'd still love to hear from you if you have strong transferable skills, a positive attitude, and a willingness to learn Benefits - $18.15/hour plus unlimited commission and performance incentives - Paid training and ongoing coaching to set you up for success - Opportunities for internal growth and promotion - Paid vacation and holidays - Comprehensive health and dental benefits - Pension plan - Employee discounts on Eastlink products and services Company Description Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications, and exclusive locally produced programming on Eastlink Community TV. Eastlink operates in a culture of continuous improvement through listening, learning and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team “on the ground” not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.

• Manages a staff of employees for AIL • Manages day-to-day call center operations, ensuring efficient handling of inbound and outbound calls • Leads, coaches, and develops staff members to ensure all departmental goals are met efficiently and effectively • Plan, create, and test/implement new strategies to improve production, process efficiencies, and reduce costs • Give presentations to Senior and Executive Management regarding department performance and insights • Use data-driven analysis to optimize contact center operations • Serve as a project manager or subject matter expert for the assigned teams or projects. • Develops, implements, and reviews ongoing performance results • Monitor key performance indicators, including AHT, Adherence, Quality, Service Levels, First call resolution, and customer satisfaction • Handles customer escalated issues, ensuring timely resolution and a positive customer experience • Implement call center policies, procedures, and best practices to improve efficiency and service quality • Collaborate with workforce management to schedule staff and ensure adequate coverage • Provide regular performance feedback and conduct evaluations to support employee growth • Use data and call center metrics to identify trends, improve processes, and recommend solutions • Partner with cross-functional departments (IT operations, training, etc.) to address customer pain points and enhance overall service delivery • Champion a culture of accountability, teamwork, and continuous improvement • Participates in daily, weekly, monthly, and annual planning processes as appropriate • Maintains a favorable working relationship with all company employees to foster and promote a cooperative working environment • Performs all necessary managerial functions to effectively and efficiently manage the personnel assigned.

• Coordinate and facilitate academic functions such as enrollment, onboarding, and advising functions • Serve as a point of contact for matters relating to these functions • Work collaboratively across the university to ensure a seamless student experience • Identify gaps in current processes and recommend/develop new ones • Serve as liaison between team and project managers • Develop comprehensive communication plans for various processes

• Answering inbound telephone calls and providing excellent customer support • Responding to customer questions and comments via phone, email, and Live Chat and SMS with speed and professionalism • Responsible for researching and resolving complaints to ensure customer retention and satisfaction • Follow up on all written correspondence and escalate to customer service manager on duty as necessary • Coordinate and follow up with other departments to ensure problem resolution and work together with other customer service team members to promote an environment of customer satisfaction • Handling customer escalations via phone, email, Live Chat and SMS with professionalism and accuracy • Answering questions and helping customer service representatives who need assistance • Helping newly hire agents during their training period and allowing them to shadow and observe as they work as necessary