Customer Experience Representative

Ainsworth Inc; Edmonton; Hybrid; CAD 38,000 - 52,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

RSP matching

Generous vacation

Hybrid work model

Employee discounts

Job summary

GDI Ainsworth in Canada seeks a Customer Experience Representative to handle client calls and emails, listen, support, and solve problems related to service and daily operations. You will develop knowledge of Remote Building Automation Alarms (RBAS) and triage issues to ensure timely resolutions.

The role emphasizes high-quality customer service, active listening, and strong communication while managing work orders, SLA commitments, and escalations.

Qualifications

• 1-3 years in customer service/support in a service industry.
• College/university graduate or equivalent work experience.
• Experience in HVAC/building automation is asset.
• Able to work flexible hours and complete training as required.
• Strong customer service, listening, and communication skills.
• Proficient with computers and CRM software; fast typing.
• Able to ask questions and diffuse tense situations.
• Must complete a two-week paid training program.

Responsibilities

• Receive calls or emails requests from clients for service or daily operations.
• Respond efficiently and accurately; explain solutions and ensure clients feel supported.
• Engage in active listening and confirm information.
• Develop knowledge of RBAS alarms and triage remote monitoring systems.
• Create and complete work orders for incoming calls and emails.
• Manage work order requests and closeouts to meet SLA requirements.
• Contact appropriate individuals for urgent and emergency requests to ensure timely handling.
• Monitor SLA commitments and escalate if at risk or not met.
• Adhere to the company Quality System operating procedures.
• Perform other duties as assigned by Management.

Skills

Customer service

Active listening

Verbal communication

Written communication

CRM software

Typing

Problem solving

Training

Education

College/University degree

Tools

CRM systems

Microsoft Office

Job description

If you thrive in a team-oriented workplace that challenges your skills, drives your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs,

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?

Benefits

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!