Customer Service and Operations Representative

Critical Environment Technologies; Delta; On-site; CAD 45,000 - 65,000; Full time

Benefits offered by this job

3 weeks vacation annually

Extended Health/Dental/Vision/Wellness

Company bonus pool

Competitive salary

Job summary

Critical Environment Technologies is seeking a Customer Service Representative to own the customer experience from inbox to resolution, while supporting the team with scalable processes and systems. You will manage active threads, monitor SLAs, and collaborate with technical, sales, and field teams to ensure timely responses and effective support.

The role emphasizes hands-on service delivery, data-driven improvements, and onboarding new dealers, with a focus on building efficient workflows and

Qualifications

• Minimum 3–5 years of experience in a customer service role.
• Comfortable testing new tools and showing the team how to use them.
• Experience with data and performance metrics (SLAs, response times, volumes).
• Proficient written and verbal communication; customer-focused.

Responsibilities

• Own the inbox and customer experience, respond to customers, report on SLAs.
• Ensure day-to-day operations (quotes, order triage, RMAs, tech support) run smoothly.
• Onboard and activate new dealers, building strong team relationships.
• Design and implement processes and workflows to improve service speed and quality.
• Roll out CS tools, test them, and train the team.

Skills

Customer service

Data-driven

Multitasking

Communication

CRM/ERP familiarity

Microsoft Office

Education

High school diploma or equivalent

Associate's or bachelor's degree in business/communications or related field

Tools

Microsoft Outlook

Excel

Word

Microsoft Business Central

Job description

THE OPPORTUNITY

We are looking for a highly organized, customer-focused Customer Service Representative to own the customer experience end to end – hands‑on in the inbox every day while building the systems that let the whole CS team deliver at scale. You'll sit across the team, staying on top of everything in flight and setting the standard for what great service looks like, while using a systems mindset to make the whole operation run smoother and more consistently.

This is high-level thinking about CX and internal efficiency, executed on the ground — not from 10,000 feet. You're in the arena: answering customers, picking up the phone, living in the day-to-day, with the bigger-picture thinking layered on top.

What You Will Do

This role is centered around two core objectives: Continuously asking how we can serve our customers better and deliver the best possible experience, and Continuously think about how we improve the operations of the function by leveraging technology, monitoring key performance metrics and becoming more efficient.

Core Responsibilities

• Own the inbox and the customer experience. Stay aware of every active thread, respond to customers directly, keep on top of what's in flight, and report on SLAs — owning the customer experience and setting the standard the team delivers to.
• Keep the operation flowing. Make sure the day-to-day moving parts — quotes, order triage, order management, RMAs, and technical support — flow smoothly and nothing falls through the cracks.
• Onboard and activate new dealers. Bring new dealers into the CS fold the right way, setting them up for success and building strong working relationships with our team from day one.
• Design better systems and processes. Use a strong systems mindset to spot what's slowing us down and design the workflows and playbooks that let the team deliver great service consistently and at scale.
• Roll out the tools and train the team. Evaluate and road-test our core CS tools, prove them out personally, then drive their implementation and bring the team up to speed on using them.
• Collaborate closely with internal teams to ensure customer requests are directed to the appropriate departments, such as technical support, sales, or field service.
• Document and maintain core customer success processes and Standard Operating Procedures (SOPs)

What You Will Bring

• 3-5 yrs experience in a customer service role
• Comfortable being the one who tests out a new tool, works out the kinks, and then shows the rest of the team how to use it
• Comfortable working with data and performance metrics (e.g., SLAs, response times, call volumes) to spot trends and figure out what needs to change
• Strong communication skills, both written and verbal
• Strong customer service orientation with a genuine desire to assist customers and exceed their expectations
• Demonstrated ability to manage multiple tasks and priorities while maintaining attention to detail
• Ability to deal with people tactfully, diplomatically, and professionally at all times
• High school diploma or equivalent. Associate's or bachelor's degree in business, communications, or a related field is a plus
• Proficiency with Microsoft Outlook, Excel, and Word
• Strong keyboarding skills with the ability to type quickly and accurately (minimum 50-60 WPM preferred)
• Experience maintaining customer records and documentation systems
• Experience working with CRM or ERP systems; Microsoft Business Central is a plus. Experience helping roll out or configure a new tool or system for a team is a strong plus

What We Offer

• An opportunity to contribute, along with a great team and company culture
• Full-time employment in a stable, successful, growing, Canadian company
• 3 weeks of vacation annually
• Extended Health/Dental/Vision/Wellness Benefits Plan
• Company bonus pool
• Competitive salary