Customer Care Associate

Job Description Job Title: Customer Care Associate Salary Min: 63,500.00 CAD Salary Max: 75,400.00 CAD Country: Canada Full-time/Part-time: Full-time Customer Care Associate Esri Canada has an exceptional opportunity for a full-time Customer Care Associate to join our Customer Support department. Reporting to the Manager of Customer Care the Customer Care Associate is responsible for providing remote customer service and post-sales support to Esri Canada customers, business partners, and employees. This role supports the successful delivery of products and services by managing customer transactions, responding to inquiries, and resolving routine issues while maintaining a high standard of customer care. Working under routine direction, the incumbent follows established processes, documents customer interactions accurately, collaborates with internal teams, and contributes to the achievement of customer service objectives and performance standards. This role will be based remotely in Canada. About us: Esri Canada provides geographic information system (GIS) solutions that empower people in business, government and education to make informed and timely decisions by leveraging the power of mapping and spatial analytics. If you are passionate about making an impact in an organization that’s committed to creating a sustainable future, consider joining our team! A Day in the Life of a Customer Care Associate at Esri Canada: Provide exceptional customer service to customers, business partners, and employees throughout the post-sales lifecycle. Respond to customer inquiries related to products, services, licensing, subscriptions, orders, and account information through phone, email, chat, and other communication channels. Process customer transactions, including orders, returns, account updates, and related administrative activities, ensuring accuracy and timely completion. Maintain accurate records of customer interactions, inquiries, and resolutions within customer relationship management and support systems. Act as a liaison between customers and internal departments to resolve issues and ensure a seamless customer experience. Demonstrate a strong sense of urgency while meeting established service standards, response time expectations, and team performance objectives. Escalate complex customer issues to senior team members or other internal resources when appropriate. Contribute to continuous improvement initiatives, team objectives, and the maintenance of customer support processes and documentation. What you bring to the team: Post-secondary degree or diploma in business administration, customer service, information technology, geography, geomatics, GIS, or related field. An equivalent combination of education and relevant experience may be considered. Post-secondary degree or diploma in business administration, customer service, information technology, geography, geomatics, GIS, or related field. An equivalent combination of education and relevant experience may be considered. Fluency in English is essential, as this role requires regular client communication and support in English-speaking regions Additional requirements: Willingness to work a flexible schedule, including evenings and designated company closure days, based on operational requirements. Demonstrated commitment to delivering a high standard of customer service. Strong verbal and written communication skills, with the ability to communicate professionally and effectively. Proven attention to detail and accuracy when processing transactions and maintaining records. Demonstrated ability to manage multiple priorities while working within established processes and timelines. Effective problem-solving skills with the ability to identify appropriate solutions for routine customer issues. Proven ability to build positive working relationships with customers, colleagues, and business partners. Demonstrated adaptability and willingness to learn new technologies, products, and business processes. Bonus points for this position: Fluent written and spoken proficiency in English and French is an asset. Compensation & Benefits: At Esri Canada, we are committed to fair and competitive compensation. This role offers a base salary range of $ 63,500 to $75,400 annually, determined based on experience, skills, and internal equity. We regularly benchmark across a variety of positions, industries and levels to ensure we remain competitive in the market. What Esri Canada offers you: We prioritize our employees’ well-being and work-life balance. Our benefits include: Work from Home or hybrid work Generous Paid Time-Off: Enjoy up to 6 weeks of time off per year, including: 3 weeks of paid annual vacation, increasing with years of service 50 hours of Paid-Time Off (PTO) for personal needs 32 hours of Summer Days Winter holiday office closure Comprehensive health benefits plan RRSP match increasing with years of service Training and development programs for professional growth Company perks including discounts on gym memberships, technology purchases and more. Company-sponsored events and social activities Employee-driven initiatives such as yoga sessions, book clubs, interactive podcasts, and more. Esri Canada conducts recruitment through a formal interview process with authorized company representatives. We do not request payment, banking details, or personal financial information during recruitment stages. Employment offers are extended only following a structured interview process. Candidates are encouraged to apply exclusively through Esri Canada’s official career channels to ensure the authenticity of recruitment communication. Esri Canada fosters a dynamic and inclusive work culture, the opportunity to build your skills, and the flexibility to work remotely or at any of our offices across Canada. Occasional travel to corporate offices or customer sites may be required for certain positions. We offer attractive salaries, an engaging work environment, and an outstanding benefits package with generous time-off. We value employment equity and will provide accommodations upon request at any stage of the hiring process. We appreciate all applications, but only those selected for an interview will be contacted. Our hiring process includes background checks as a condition of employment. Information at a Glance