Customer Service Representative

Alert Labs Inc.; Kitchener; On-site; CAD 30,000 - 60,000; Full time

Job summary

Alert Labs is seeking an experienced Customer Service Representative to provide world-class service and support to a growing customer base. The role includes responding to inquiries, providing training, and supporting cross-functional teams to enhance product value.

Qualifications

• 1-3 years of customer service, or inside/retail sales experience.
• Genuine desire to interact with customers.
• Excellent written communication and presentation skills.

Responsibilities

• Quickly respond to customer questions through chat, email, and telephone.
• Provide dashboard training for customers.
• Write customer support documentation in Confluence.

Skills

Customer service experience

Excellent written communication

Relationship building

Understanding of SmartHome products

Job description

Alert Labs is a B2B company building technology solutions for good. We help our customers identify and eliminate water waste, water damage, reduce energy consumption, and ultimately lower their environmental impact. You can find our technology in commercial and retail buildings, condos, schools, construction sites, and many other applications across North America.

Did you know? By analyzing water data gathered by our easy-to-use sensors, in 2021, Alert Labs saved 5 Billion gallons of wasted water, and stopped 36.6 Million pounds of CO2e from entering the atmosphere.

What kind of activities will you do?

Alert Labs is seeking an experienced Customer Service Representative to join our team. You will be responsible for providing world-class service and support to our growing customer base while also working closely with our Customer Success and Product teams to ensure our products continue to provide value for our customers.

• Quickly respond to customer questions through chat, email, and telephone, during service hours which includes evenings and weekends.
• Work with the rest of our Customer Care team to answer customer questions and identify and resolve satisfaction issues.
• Provide dashboard training for customers.
• Redirect inbound customer inquiries to Tier II Support or Sales.
• Write up customer support documentation in Confluence and outline common problem step-by-step resolutions for our knowledge base.
• Help input RMA’s for processing and aiding in calibration of customer sensors.
• Aid and support the Customer Success and Operations teams with scoping and building out tools.
• Assist customers and team members as required to help the team and company be successful.

What skills are important to us?

• 1-3 years of customer service, or inside / retail sales experience
• A genuine desire to interact with our customers to ensure they are getting the most out of our products.
• Excellent written communication / presentation skills and ability to build relationships
• Background in insurance, restoration, plumbing, sales / retail is a bonus
• An understanding of SmartHome products and their web portals / mobile apps

We’re confident you’ll find both plenty to contribute and lots to learn here at Alert Labs. Check us out here to meet the team : https : / / www.alertlabs.com / company / meet-the-team

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Customer Service Representative • Kitchener, ON, Canada