Customer Experience Specialist - Hybrid & Growth

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

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.