Customer Service Representative

PGW Auto Glass ULC; Kitchener; On-site; CAD 42,000 - 54,000; Full time

Job summary

PGW Auto Glass ULC is seeking a customer service professional to handle inbound and outbound inquiries, manage orders, resolve issues, and coordinate with carriers and suppliers. The role emphasizes accurate data entry, documentation, and timely problem resolution in a fast-paced environment.

The ideal candidate will demonstrate strong communication skills, multitasking ability, and a commitment to delivering excellent customer service while supporting sales opportunities when appropriate.

Qualifications

• Strong verbal and written communication skills.

Responsibilities

• Respond to inbound calls and emails regarding quotes, orders, scheduling, billing, and service inquiries.

Skills

Communication

Customer service

Multitasking

Problem solving

Attention to detail

CRM experience

Teamwork

Education

High School diploma or equivalent

Tools

CRM software

Job description

Job Summary: This role involves handling inbound and outbound customer interactions to ensureaccuratescheduling, billing, and service resolution. The ideal candidate will havestrong communicationskills, problem-solving abilities, and a commitment to delivering excellent customer service.

In this role, you will manage customer inquiries, orders, complaints, troubleshooting, and returns while working closely with distribution centers, third-party carriers, and suppliers to resolve issues efficientlyin afast paced,team-orientedenvironment.

KeyResponsibilities & Duties:

• Respond to inbound customer calls and emailsregardingprice quotes, orders, scheduling, billing, and service inquiries.
• Provide professional and efficient customer service whilemaintaininga high levelof courtesy and accuracy.
• Troubleshoot and resolve customer complaints, including shipping issues, product concerns, and service discrepancies.
• Facilitate returns and coordinate with distribution centers and suppliers to ensureaccurateprocessing.
• Maintainaccuratedocumentation of customer interactions, issues, and resolutions using CRM software.
• Follow up with customers throughout the resolution process to ensure satisfaction.
• Route calls to theappropriate departmentwhen necessary, ensuring a seamless customer experience.
• Assistin generating sales and upselling opportunities based on inbound customer inquiries.
• Stay knowledgeable about product inventory, ADAS systems, and calibration processes to provideaccurateinformation to customers.
• Ensure consistent communication between the company and customers to foster strong relationships.
• Perform data entry, process cancellations, credits, and invoicing as needed.
• Supportadditionalcall center functions and assume other duties as assigned.

Qualifications & Skills:

• Strong verbal and written communication skills with the ability to convey information clearly and professionally.

• Previouscustomer service experience in a call center environment.

• Ability to multi-task in a fast-paced, high-volume environment.

• Strong problem-solving and conflict resolution skills.

• Attention to detail and ability to work under frequent interruptions.

• Experience using CRM systems and data entry tools.

• Sound knowledge of customer service principles and best practices.

• Ability to work independently and as part of a team.

• High School diploma or equivalent required.

Work Environment & Physical Requirements (if applicable):

• Work is primarily sedentary;mustbe able to sit for extended periods while using a computer, keyboard, and mouse.
• Occasional lifting andmovingup to 50 lbs. may berequired.
• Fast-paced environment with frequent customer interactions and problem resolution.
• Some overtime may be required as needed.