Customer Service Representative

PGW Auto Glass; Kitchener; On-site; CAD 25,000 - 30,000; Full time

Job summary

PGW Auto Glass is seeking a customer service professional to handle inbound and outbound inquiries, scheduling, billing, and service coordination. You will work closely with distribution centers, carriers, and suppliers to resolve issues quickly in a fast-paced team setting.

The role emphasizes strong communication, problem-solving, and a commitment to excellent service. Duties include documentation, invoicing, and opportunities to upsell based on inbound inquiries.

Qualifications

• Strong verbal and written communication skills.
• Previous customer 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.

Responsibilities

• Respond to inbound customer calls and emails regarding price quotes, orders, scheduling, billing, and service inquiries.
• Provide professional and efficient customer service while maintaining a high level of 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 ensure accurate processing.
• Maintain accurate documentation of customer interactions, issues, and resolutions using CRM software.
• Follow up with customers throughout the resolution process to ensure satisfaction.
• Route calls to the appropriate department when necessary, ensuring a seamless customer experience.
• Assist in generating sales and upselling opportunities based on inbound customer inquiries.
• Stay knowledgeable about product inventory, ADAS systems, and calibration processes to provide accurate information to customers.
• Ensure consistent communication between the company and customers to foster strong relationships.
• Perform data entry, process cancellations, credits, and invoicing as needed.
• Support additional call center functions and assume other duties as assigned.

Skills

Communication skills

Multitasking

Problem solving

Attention to detail

Teamwork

Conflict resolution

Education

High School diploma or equivalent

Tools

CRM systems

Job description

Job Summary

This role involves handling inbound and outbound customer interactions to ensure accurate scheduling, billing, and service resolution. The ideal candidate will have strong communication skills, 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 efficiently in a fast paced, team-oriented environment.

Key Responsibilities & Duties

• Respond to inbound customer calls and emails regarding price quotes, orders, scheduling, billing, and service inquiries.
• Provide professional and efficient customer service while maintaining a high level of 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 ensure accurate processing.
• Maintain accurate documentation of customer interactions, issues, and resolutions using CRM software.
• Follow up with customers throughout the resolution process to ensure satisfaction.
• Route calls to the appropriate department when necessary, ensuring a seamless customer experience.
• Assist in generating sales and upselling opportunities based on inbound customer inquiries.
• Stay knowledgeable about product inventory, ADAS systems, and calibration processes to provide accurate information to customers.
• Ensure consistent communication between the company and customers to foster strong relationships.
• Perform data entry, process cancellations, credits, and invoicing as needed.
• Support additional call 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.
• Previous customer 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; must be able to sit for extended periods while using a computer, keyboard, and mouse.
• Occasional lifting and moving up to 50 lbs. may be required.
• Fast-paced environment with frequent customer interactions and problem resolution.
• Some overtime may be required as needed.

Pay Rate: $20. per hour