Customer Experience Representative

Ainsworth; Edmonton; Hybrid; CAD 42,000 - 52,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Wellness supports

RRSP matching

Generous vacation

Hybrid working model

Employee discounts

Job summary

GDI Ainsworth is hiring a Customer Experience Representative to support clients via phone and email. You will listen, problem-solve, and ensure high-quality service while maintaining SLA commitments. Training is provided and a hybrid work model is available where applicable.

The role requires 1–3 years in customer service, strong communication skills, and familiarity with CRM software. HVAC/building automation experience is a plus, with availability for varied shifts.

Qualifications

• 1-3 years of experience in customer service or support in a service industry.
• Graduate from college or university, or equivalent work experience.
• Experience in HVAC/building automation is an asset.
• Professional self-starter able to take on additional responsibilities and flexible hours.
• Excellent customer service and communication, both verbal and written.
• Proficient with computers, CRM software, and typing.
• Available to attend a two-week full-time paid training.

Responsibilities

• Handle calls or emails from clients for service or daily site operations.
• Respond accurately to callers, explain solutions and ensure clients feel supported.
• Practice active listening to confirm information.
• Develop knowledge of RBAS and triage remote monitoring alarms.
• Create and complete work order requests from calls and emails.
• Manage work orders and close outs to meet SLA requirements.
• Escalate urgent requests to appropriate departments as needed.
• Follow quality system procedures and assist management as required.

Skills

Customer service

CRM software

Typing

Active listening

Verbal communication

Written communication

Phone etiquette

Education

College/university graduate or equivalent work experience

Tools

CRM software

Job description

Job Summary:

At GDI Ainsworth, our customers are our top priority.As Customer Experience Representatives (CER’s) you will believe in high-quality customer experiences.Using phone calls and emails as your everyday working tools, you will be there to listen, support and problem solve our GDI Ainsworth clients requests.We are looking for candidates who enjoy a challenging workday and who love helping customers.

Key Responsibilities:

• Receive calls or emails requests from clients for various reasons related to service or daily operations of their sites.
• Responding efficiently and accurately to caller, explaining possible solutions and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information.
• Develop and maintain an understanding and working knowledge of our Remote Building Automation Alarms (RBAS) with an emphasis on triaging and acting upon remote monitoring system alarms.
• Create and complete work order requests on all incoming calls and email requests.
• Manage Work Order requests, close outs from client platforms to ensure SLA requirements are met.
• Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner
• The CER is to monitor the SLA commitments on all work orders and if the SLA is at risk or will not be achieved, they will raise the issue with the appropriate department.
• Adhere to the Company’s Quality System operating procedures.
• Perform other duties as assigned by Management.

Qualifications:

• 1-3 years of previous experience in a customer service/support role preferably within a service industry
• College/university graduate or equivalent work experience
• Experience working in HVAC/Building Automation industry or a related field is an asset.
• Professional, self-starter with the ability to assume additional responsibilities and work flexible hours as required
• Exceptional customer service, active listening, verbal and written communication skills, professional phone voice.
• Understanding of company products, services, and policies.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Ability to ask prying questions and diffuse tense situations.
• Must be available to attend and successfully complete a two (2) week full-time paid training program.

Availability:

Available to work morning, afternoon, and rotational weekend shifts (Saturday).

Why work at GDI Ainsworth?

GDI Ainsworth is growing at an unprecedented rate and to help attract and retain top talent, we provide benefits on your first day with us. We offer a wide variety of benefits including the following:

Benefits:

Comprehensive health, dental and medical benefits, including wellness supports, RSP matching and generous vacation

Rewards:

Service milestones and peer recognition plus Employee Discounts and Incentives

Flexibility:

Hybrid working models, where applicable

Diversity:

An inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within company

While we appreciate all the applications we receive, we advise that only candidates under consideration will be contacted.

GDI Ainsworth is committed to building a diverse and inclusive workplace. Qualified designated group members are encouraged to apply as any reasonable accommodation of qualifications will be considered as per our Accommodation Policy, available upon request.

GDI Ainsworth is an integrated multi-trade company, offering end-to-end services and solutions for all asset maintenance and refurbishment requirements of our customers. We are continually striving to create better and more advanced products as well as provide the highest quality service. We are rapidly growing and need talented professionals to help drive our vision at becoming the best multi-trade company in the country!