Customer Service Representative

Durabuilt Windows & Doors; Calgary; On-site; CAD 40,000 - 60,000; Full time

Job summary

An established industry player in window and door manufacturing is seeking a Customer Service Representative to enhance the customer experience. This role is pivotal in addressing customer inquiries, managing service requests, and ensuring satisfaction through effective communication and organizational skills. Join a dynamic team where your contributions will directly impact customer relations and service quality. If you thrive in a fast-paced environment and are passionate about delivering exceptional service, this opportunity is perfect for you.

Qualifications

• 2+ years of customer service experience, preferably in a call center.
• Effective communication skills in English, both verbal and written.

Responsibilities

• Act as the main point of contact for all customer service inquiries.
• Manage service concerns from cases to order creation and scheduling.

Skills

Customer Service

Effective Communication

Troubleshooting Skills

Organizational Skills

Education

High School Diploma or equivalent

Tools

Salesforce

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Visio

Job description

Our values are at the core of everything we do!

• Innovative. Think ahead to stay ahead.
• Driver. Stay hungry and act with urgency.
• Ownership. No excuses. 100% accountability.
• Caring. For employees, partners, and community.
• Individual. We work with great people and expect a lot from them.

We are one of Western Canada’s largest window and door manufacturers servicing consumers, contractors, and retailers. Established in 1988 and headquartered in Edmonton, Alberta, it’s not just Durabuilt’s innovative manufacturing and design that places us on the list of Canada’s Best Managed Companies - it’s also our people.

OBJECTIVE OF POSITION

As a Customer Service Representative, you play a key role in curating the customer experience. You will always provide exceptional customer service and take ownership of administrative support to our Service Department. You will maintain accurate and timely data entry and assist customers with various service warranty and non-warranty concerns.

Accountabilities

Service

• Act as the main point of contact for all customer service inquiries.
• Address customer and homeowner warranty and non-warranty questions and concerns daily via email, phone, and Connect You.
• Differentiate service issues into chargeable warranty and non-warranty items.
• Administer service concerns from cases, to order creation, to ordering of parts, scheduling, and management of Service Module.
• Interact with CX Manager regarding performance management of all outstanding service work orders.
• Document quality cases and ensure resolution with Corporate Business Units.
• Manage and develop chargeable service opportunities.
• Schedule service appointments pre- and post-possession.
• Take payment information and other pertinent details such as address and phone numbers.
• Compile reports on overall customer satisfaction.
• Handle policy changes or renewals.
• Educate customers in solving service concerns over the phone when possible.
• Create quotes for chargeable service items and collect payments.
• Work with the accounts department to create invoices upon job completion.
• Provide support to service as required by customer demand.
• Address customer and team member communication in a timely and professional manner.
• Be fully educated on Sales Force / CX / Field Service Lightning systems and processes to support service.
• Collaborate with internal business partners and departments.
• Participate in training and development activities to expand product and industry knowledge.

Education / Certification

• High School Diploma or equivalent.

Experience / Capabilities

• 2+ years of customer service experience.
• Call center experience is an asset.
• Equivalent experience will be considered.
• Effective communication in English, both verbal and written.
• Troubleshooting skills to analyze problems and provide solutions.
• Ability to handle and resolve escalated inquiries and issues.
• Comfort working in a fast-paced, constantly changing team environment.
• Proactive and quick to assimilate new information.
• Strong organizational skills to prioritize daily work and meet deadlines.
• Intermediate to advanced proficiency in Outlook, Word, Excel, PowerPoint, Visio.

SEND US YOUR RESUME!

We embrace diversity and offer equal opportunities to all qualified applicants regardless of origin, culture, ethnicity, age, ability, gender identity, sexual orientation, or faith. Thank you to all those who apply. Short-listed candidates will be contacted.