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Customer Success Representative

May 2, 2026

Role Profile

Reporting directly to the Head of Customer Success, the Customer Success Representative is critical as the first impression of Citron. This role includes helping to field customer calls, serving as a liaison between customers, service technicians, and sales representatives, and completing reviews and approvals of contracts. The role assists customers in scheduling services and is the first point of contact for resolving concerns while working closely with Sales on contract reviews and approvals. Excellent computer skills, good problem‑solving ability, experience with Salesforce, and superb communication and interpersonal skills are required. The position requires time on the phone, a good deal of patience, and the ability to multi‑task.

Key Responsibilities

Receives, processes and verifies the accuracy of orders from customers utilizing the organization’s internal systems and customer purchase orders.
Initiates required action for response to customer service requests.
Processes credit card information for online orders.
Ensures and provides quality service to both internal and external customers.
Responds professionally to all customer calls, providing exceptional resolution to customer issues and complaints, where required.
Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of order‑related issues.
Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports.
Performs assigned system maintenance to various electronic order or customer files.
Participates and provides expertise as a member of the customer service’s departmental team. The team’s objectives are to develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department.
Assisting to manage the service queue in Salesforce.
Review, audit and approve Sales contracts.
Other duties as assigned.

Departmental/Organisational Impact

Internal: Ongoing contact with personnel at all levels within Citron – especially but not limited to regional and strategic team members in sales, operations, finance and sales support functions, team leaders, sales leadership, sales operations team members.

External: Customer contacts will include local decision makers, business owners and existing customer contacts.

Knowledge and Experience

Bilingual in both English and French.
Proficiency in Microsoft Office and suite of programs.
2–5 years of experience in a call centre environment.
Must be willing to work flexible hours between 8 a.m. and 8 p.m. on weekdays.
Able to work on a computer for long periods of time.
Experience in retail or hospitality considered an asset.
Experience with Salesforce will be considered an asset.
Knowledge of the washroom or consumable industry markets.
Outbound calling – soft selling skills.

Skills Required

Ability to successfully navigate with all departments with tact and diplomacy.
Outgoing personality.
Ability to multitask.
Strong in customer relations.
Excellent telephone skills.
Requires spending long hours concentrating, which demands attention to detail and high levels of accuracy.
Must meet a number of deadlines that can cause stress.

Expected Total Compensation

$51,000

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.

Citron Hygiene is an equal opportunity employer and welcomes applications from qualified individuals from all backgrounds and abilities. In addition, reasonable accommodations may be made to enable individuals with disabilities throughout the recruitment process and to perform the essential functions of this position.

As a people‑first company, we believe every candidate deserves a genuine human experience. Our recruitment process is fully human‑led; no AI is used at any stage. Every review, assessment, screening, and hiring decision is made thoughtfully by a recruiter and/or a hiring manager.

Citron

Hygiene values the integrity of the recruitment process and strongly encourages applicants to rely on the following trusted sources for information about available employment opportunities: Citron Hygiene's official company website, Indeed, and Glassdo

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

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6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

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