Customer Experience Specialist

Key Food Equipment Services LTD.; Vancouver; On-site; CAD 60,000 - 80,000; Full time

Job summary

Join a leading company in commercial kitchen equipment service as a Customer Experience Specialist. In this dynamic role, you'll be the first point of contact for customers, ensuring their needs are met with empathy and professionalism. You'll handle inquiries, resolve conflicts, and create service orders, all while building strong relationships with clients. This role offers industry-leading compensation and numerous opportunities for growth in a supportive and collaborative environment. If you're passionate about customer service and eager to learn, this is the perfect opportunity for you!

Benefits

Comprehensive Group Benefits

Retirement Savings Program

Extended Health and Dental

Training and Development Opportunities

Industry-leading Compensation

Qualifications

• Minimum 2 years' experience in customer service.
• Proficient in using ERP systems and MS Office applications.

Responsibilities

• Communicate courteously with customers and resolve conflicts.
• Create service orders using the ERP system and ensure accuracy.

Skills

Customer Service Experience

Communication Skills

ERP System Proficiency

MS Office Suite

Active Listening

Tools

ERP System

MS Office

Job description

Key Equipment Services

Customer Experience Specialist

$22 - $24 per hour

Who we are:

Key Equipment Services, a division of Heritage Food Service Group of Canada, is the largest service provider for the food service industry in western Canada. We have 40 years of history, and our licensed, factory-trained technicians minimize downtime and prioritize urgent service. In addition, we have an extensive support team to drive service excellence, and we maintain a sizable inventory of OEM parts. We are the industry leader in Canada, and we care beyond service!

A Day in the life:

As a CES you are the first point of contact for the customer, so your main priority is to welcome them, hear their concerns, and leave them with the confidence that they have been listened to and that they will be looked after. The day goes by quickly in this fast-paced environment. There's always something to learn and this keeps the job fresh and challenging!

Responsibilities:

• Communicates with customers in a courteous and customer-focused manner.
• Acts as the first point for conflict resolution by listening and empathizing with dissatisfied customers to reduce escalation and achieve a resolution.
• Provides customers with requested information.
• Creates service orders using our ERP system from service.
• Ensures accuracy of information at every step of every process.
• Builds positive relationships with all customers through active listening.
• Works closely with other members of the customer service team, and with dispatchers.

What you will bring:

• Minimum of 2 years' experience working in customer service
• Experience working with an ERP system
• Excellent written and verbal communication skills
• Having the curiosity and capacity to learn about various commercial kitchen equipment
• Minimum 50 wpm
• Demonstrated ability and proficiency in MS Office suite of applications
• Ability to operate a computer and telephone for long periods of time
• Lifting or moving up to 10 lb/4.5 kg may be required
• Available to participate in the on-call rotation shift

Why work for us?

• Industry-leading compensation
• Each day brings new challenges and endless learning opportunities
• Comprehensive group benefits and retirement savings program
• Extended health, dental and LTD
• Training and Development Opportunities
• Industry leaders in Canada
• You will be part of a growing, stable organization, that is the industry leader in Canada

Our recruitment process:

At Key Equipment Services we follow a standard recruitment process with each candidate we contact:

• After completing your application through our career website or a job board, you will receive an email from Key, letting you know that we received your application.
• Any emails you receive will come from one of these domains: @hfsgc.ca; @keyfood.ca; @partstown.ca; @applicantemail.com.
• If your application is being considered for further review you will receive an email from one of our HR team to set up a telephone interview.
• Once the telephone interview is completed, if you are advanced to the next step, you will have an in-person interview with one of our hiring managers.

We are an equal opportunity employer that supports diversity and inclusion in the workplace. We put safety first, and deliver service excellence with integrity, from a team-driven, collaborative mindset. We support community, both internally and externally. Come join us and be part of a Canadian industry leader in commercial kitchen equipment service.

Due to the high volume of interest, we regret that we are unable to respond to all applications. To be considered, candidates must be at least eighteen years old and able to live and work in Canada.