Customer Experience Representative - Contact Centre

Ainsworth; Surrey; On-site; CAD 40,000 - 60,000; Full time

Job summary

A leading company in customer support seeks Customer Experience Representatives to provide exceptional service and support to clients. The role involves handling inquiries via phone and email, ensuring excellent customer experiences through active listening and problem-solving. Successful candidates will have a strong customer service background, be able to work flexible hours, and receive comprehensive training. We offer competitive pay, benefits from day one, and a supportive work environment that values diversity.

Benefits

Health benefits

Dental benefits

Wellness supports

RSP matching

Generous vacation

Employee recognition programs

Employee discounts

Incentives

Hybrid work model

Qualifications

• 1-3 years of experience in a customer service/support role.
• Must complete a two-week full-time paid training program.
• Language skills - English/French are assets.

Responsibilities

• Receive calls or email requests from clients regarding service or daily operations.
• Respond efficiently and accurately to client inquiries.
• Develop and maintain knowledge of Remote Building Automation Alarms.

Skills

Exceptional customer service

Active listening

Verbal communication skills

Written communication skills

Professional phone voice

Proficiency with CRM software

Strong typing skills

Probing questions ability

Ability to diffuse tense situations

Education

College/university graduate or equivalent work experience

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, join the Ainsworth team today!

We are excited that you stopped and are reading our job description, and we hope you will apply. At Ainsworth, our customers are our top priority. As Customer Experience Representatives (CERs), you will believe in high-quality customer experiences. Using phone calls and emails as your everyday tools, you will listen, support, and problem-solve our clients' requests. We are looking for candidates who enjoy a challenging workday and love helping customers. Are you someone who cares about people? Do you like to problem-solve and come up with effective solutions? How about building new skills and taking on a challenge? If so, we would love to hear from you.

Responsibilities

1. Receive calls or email requests from clients regarding service or daily operations of their sites.
2. Respond efficiently and accurately, explaining possible solutions and ensuring clients feel supported and valued.
3. Engage in active listening, confirming or clarifying information.
4. Develop and maintain knowledge of our Remote Building Automation Alarms (RBAS), focusing on triaging and acting upon remote monitoring system alarms.
5. Create and complete work order requests based on incoming calls and emails.
6. Manage work order requests and close outs from client platforms to meet SLA requirements.
7. Contact appropriate individuals for urgent and emergency requests to ensure timely handling.
8. Monitor SLA commitments on all work orders and escalate issues when SLAs are at risk of not being met.
9. Adhere to the company's Quality System operating procedures.
10. Perform other duties as assigned by management.

Qualifications

• 1-3 years of experience in a customer service/support role.
• College/university graduate or equivalent work experience.
• Professional, self-starting, with the ability to assume responsibilities and work flexible hours.

• Exceptional customer service, active listening, verbal and written communication skills, professional phone voice.
• Understanding of company products, services, and policies.
• Proficiency with computers, especially CRM software, and strong typing skills.
• Ability to ask probing questions and diffuse tense situations.

• Experience in HVAC/Building Automation or related fields is an asset.
• Must complete a two-week full-time paid training program.
• Language skills - English/French are assets.

Availability: Able to work morning, afternoon, and rotational weekend shifts (including Saturdays).

Why work at Ainsworth (a GDI company)?

Ainsworth is growing rapidly. We offer benefits from day one, including health, dental, wellness supports, RSP matching, and generous vacation. We recognize service milestones, provide peer recognition, employee discounts, and incentives. Our hybrid work model offers flexibility. We are committed to diversity and inclusion, fostering a supportive team environment with opportunities for advancement. We appreciate all applications; only shortlisted candidates will be contacted. We encourage qualified group members to apply, with accommodations considered as per our policy. Join us and make a difference!