Job description: We are recruiting a CUSTOMER SERVICE REPRESENTATIVEfor our Winnipeg, MB client.
JOB DESCRIPTION:
Our values are at the core of everything we do!
Innovative. Think ahead to stay ahead.
Driver. Stay hungry and act with urgency.
Ownership. No excuses. 100% accountability.
Caring. For employees, partners, and community.
Individual. We work with great people and expect a lot from them.
We are one of Western Canadas largest window and door manufacturers, servicing consumers, contractors, and retailers. Established in 1988 and headquartered in Edmonton, Alberta, its not just our clients innovative manufacturing and design that places them on the list of Canadas Best Managed Companiesits also their people.
ACCOUNTABILITIES
As a Customer Service Representative, you play a key role in curating the customer experience. You will always provide exceptional customer service and take ownership of administrative support to our Service Department. You will maintain accurate and timely data entry and assist customers with various service warranty and non-warranty concerns.
Customer Service 50%
Act as the main point of contact for all customer service inquires.
Address customer and homeowner warranty and non-warranty questions and concerns daily via email, phone, and Connect You.
Document quality cases and ensure resolution with Corporate Business Units.
Manage and develop chargeable service opportunities.
Take payment information and other pertinent information such as address and phone numbers.
Compile reports on overall customer satisfaction.
Handle changes in policies or renewals.
Educate customers in solving service concerns over the phone when possible.
Create quotes for chargeable service items and collect payments.
Address customer and team member communication in a timely and professional manner.
Collaborate with internal business partners and departments.
Participate in training and development activities to expand product/industry knowledge.
Administration 50%
Fully educated on Sales Force/CX/Field Service Lightning. Processes and systems to support service.
Administration of service concerns from cases, to order creation, to ordering of parts, scheduling, and management of Service Module.
Responsible for scheduling service appointments pre- and post-possession.
Differentiate service issues into chargeable warranty and non-warranty items.
Interact with CX Manager with performance management of all outstanding service work orders.
Work with accounts department to create invoices upon job completion.
Provide support to service as required by customer demand.
Competencies - you are good at
Ability to multitask, organize your time, meet multiple deadlines, and assimilate new information quickly.
Strong attention to detail and follow up skills to ensure information is complete and accurate.
Troubleshooting abilities to analyze problems and provide solutions.
The ability to handle and resolve escalated inquiries and issues.
Communicate effectively in English both verbal and written.
High comfort level working in a fast-paced team environment that is constantly changing.
Proactive and able to assimilate new information quickly.
Ability to work independently, require little day-to-day oversight and work as part of a team.
Qualifications: EDUCATION/CERTIFICATION
High School Diploma
EXPERIENCE/CAPABILITIES
2+ years customer service experience.
Experience in the Constructions or Building Supplies industries.
Call Center experience an asset.
Equivalent experience will be considered.
Intermediate to advanced proficiency in computer skills in Outlook, MS Office (Word, Excel), CRM.
Experience working with diverse cultures and a varied workforce.
Qualified and interested applicants are encouraged to apply today in confidence by sending your resume as a MS Word Document
ONLY QUALIFIED CANDIDATES WILL BE CONTACTED
Why is This a Great Opportunity: Working with our client offers a compelling opportunity for professionals seeking to grow their careers in a dynamic and customer-focused environment. Here are some reasons why joining this team can be a great career move:
1. Commitment to Quality and Innovation Our client is known for its industry-leading windows and doors, offering high-quality, innovative products that outperform competitors in terms of design, durability, and energy efficiency.
Being part of a company with such a strong reputation provides a sense of pride and an opportunity to contribute to an organization that sets standards in its field.
2. Customer-Centric Culture Our client places a significant emphasis on delivering exceptional customer experiences, making it a rewarding environment for those passionate about customer service and satisfaction.
Employees are empowered to solve problems, create meaningful connections, and contribute to building long-term customer loyalty.
3. Collaborative and Inclusive Work Environment The company fosters a team-oriented culture where collaboration, knowledge-sharing, and mutual respect are integral to success.
Working with like-minded professionals creates an engaging and supportive workplace.
4. Career Growth Opportunities Our client values the development of its employees and offers opportunities for professional growth, skill enhancement, and career advancement.
Employees have the chance to take on new challenges, gain leadership experience, and contribute to strategic initiatives.
5. Strong Industry Presence As a leading company in the building materials sector, our client operates in a competitive and thriving industry. This provides employees with exposure to diverse markets, trends, and innovative practices.
6. Focus on Sustainability Our client emphasizes energy-efficient solutions and sustainability, aligning with the growing importance of environmentally responsible business practices.
Employees can take pride in contributing to a greener future while addressing customer needs.
7. Recognition and Impact At our clients organization, individual contributions are valued, and employees are recognized for their hard work and achievements.
The ability to make a tangible impact on the companys success and customer satisfaction is highly motivating.
8. Location and Community With its operations rooted in Canada, our client offers a chance to work in a company that supports local communities and promotes strong Canadian values.
Overall, working with our client means being part of a forward-thinking company that prioritizes innovation, customer satisfaction, and employee growth, making it an excellent place to build a fulfilling and successful career.
