Customer Service Agent

Ideal Siding; Burnaby; Híbrido; CAD 28 000 - 30 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid schedule

36-hr work week

Dental insurance

Health insurance

Vision insurance

Flexible schedule

Paid time off

Training & development

Company parties

Opportunity for advancement

Resumo da oferta

Ideal Siding is seeking a friendly and dependable Customer Service Agent to be the first contact for homeowners. You will answer questions, coordinate appointments with project managers, and help customers take the next step toward improving their homes.

This role plays a key part in delivering quality and care, staying organized amidst changing priorities in a busy call center. Hybrid work is available with some in-office days in Burnaby.

Qualificações

• Previous customer service or call centre experience preferred but not required.
• Strong verbal and written communication with a friendly, patient, professional approach.
• Good organization and attention to detail; ability to manage multiple tasks in a busy environment.
• Availability to work flexible shifts between 6AM and 6PM, including rotating Saturdays.
• Attendance at Burnaby office 1-2 days per week and reliable internet for remote work.

Responsabilidades

• Engage with customers in a friendly, professional manner while actively listening to needs and concerns.
• Provide prompt, accurate assistance by addressing inquiries and resolving issues.
• Collaborate with internal teams to ensure timely resolution of customer concerns and maintain cross-department communication.
• Maintain detailed and organized records of customer interactions, transactions, and feedback.
• Stay informed about company products, services, and policies to provide up-to-date information.
• Identify and suggest improvements in customer service processes to enhance efficiency and satisfaction.
• Coordinate and schedule meetings for project managers, ensuring timely communication and smooth planning.
• Confirm appointment details clearly to support a seamless customer experience.
• Flag recurring customer inquiries or issues to the Call Centre Manager for review and action.
• Maintain organized notes to ensure consistent, high-quality service.
• Support updates to customer service scripts or templates to improve clarity and effectiveness.

Conhecimentos

Verbal communication

Written communication

Organization

Multi-tasking

CRM software

Problem solving

US databases familiarity

Ferramentas

CRM software

Ticketing systems

Database access

Descrição da oferta de emprego

Benefits

• Hybrid work schedule
• 36-hr work week for a healthy work/life balance
• Company parties
• Competitive salary
• Dental insurance
• Flexible schedule
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

About Ideal Siding

Ideal Siding is the fastest-growing siding renovation company in North America, with multiple divisions across Canada and the U.S. We’re redefining the home exterior renovation industry through innovation, exceptional service, and a people-first culture. Our team is driven, professional, and passionate about helping homeowners improve their homes while building long-term trust in our brand.

About the Role

We’re looking for a friendly, dependable Customer Service Agent to be the first point of contact for our customers. You’ll answer questions, understand homeowners’ needs, coordinate appointments with project managers, and help customers take the next step toward improving their homes.

This is a key role in ensuring every customer interaction reflects Ideal Siding’s commitment to quality and care. This position is ideal for someone who enjoys helping people and keeping operations running smoothly behind the scenes, and stays organized while managing changing priorities in a busy call centre.

Key Responsibilities

• Engage with customers in a friendly, professional manner while actively listening to their needs and concerns.
• Provide prompt, accurate assistance by addressing inquiries, resolving issues, and following up as needed.
• Collaborate with internal teams to ensure timely resolution of customer concerns and maintain strong communication across departments.
• Maintain detailed and organized records of customer interactions, transactions, and feedback for future reference.
• Stay informed about company products, services, and policies to provide up-to-date and accurate information.
• Identify and suggest improvements in customer service processes to enhance efficiency and satisfaction.
• Coordinate and schedule meetings for project managers, ensuring timely communication and smooth planning.
• Confirm appointment details clearly and accurately to support a seamless customer experience.
• Flag recurring customer inquiries or issues to the Call Centre Manager for review and action.
• Maintain organized and thorough notes to ensure consistent, high-quality service.
• Support updates to customer service scripts or templates to improve clarity, accuracy, and effectiveness.

Qualifications

• Previous customer service, call centre, or administrative experience is preferred but not required. Experience working with U.S. customer databases is an asset.
• Strong verbal and written communication skills, with a friendly, patient, and professional approach.
• Good organization, attention to detail, and the ability to manage multiple tasks in a busy environment.
• Strong passion for delivering high-quality customer experiences.
• Confidence using customer support software, databases, and other digital tools.
• A proactive approach to solving problems, learning new processes, and working with others.
• Availability to work flexible shifts between 6AM and 6PM, including rotating Saturdays.
• Ability to attend our Burnaby office 1-2 days per week and maintain a reliable, high-speed internet connection when working remotely.

What Success Looks Like

• Customers feel heard, receive accurate information, and understand their next steps.
• Appointments are scheduled accurately, with changes communicated promptly.
• Customer records stay current, and concerns and follow-ups are handled on time.
• You contribute to a dependable, supportive team that keeps customer service running smoothly.

Why You Should Join Us

• Competitive pay: Start at $20/hour, increasing to $22/hour after successful completion of probation.
• Extended health benefits, including dental and vision care
• Hybrid work: Work from home for part of the week, with 1-2 days in our Burnaby office.
• Supportive team: Join colleagues who value collaboration, reliability, and helpful service.
• Room to grow: Build your skills and explore career opportunities as our company expands.

Flexible work from home options available.