Customer Service Representative

R.G. Henderson & Son Limited; Ottawa; On-site; CAD 40,000 - 50,000; Full time

Job summary

A leading food equipment service provider in Ottawa is seeking a full-time Customer Service Representative. The role involves managing customer interactions, ensuring accuracy in service requests, and resolving conflicts. Ideal candidates are detail-oriented with excellent interpersonal skills, proficient in Microsoft Office and ERP systems. This is an excellent opportunity for those looking to grow in a dynamic setting.

Qualifications

• Minimum 1-2 years' experience in customer service.
• Proficient in typing at least 50 wpm.
• Ability to maintain confidentiality.

Responsibilities

• Manage inbound/outbound calls courteously.
• Process customer service requests accurately.
• Act as primary contact for conflict resolution.

Skills

Detail-oriented

Strong interpersonal skills

Time management

Multitasking

Data entry

Basic math

Excellent English communication skills

Education

High school graduation

Tools

Microsoft Office (Word, Excel, PowerPoint)

Email applications (MS Outlook)

Current ERP system

Job description

Who we are

RGH, a division of Heritage Food Service Group of Canada, is the largest food equipment service provider. Our licensed, factory-trained technicians minimize downtime and prioritize urgent service. In addition, we have an extensive support team to drive service excellence and we maintain a sizable inventory of OEM parts. We are the industry leader in Canada, and we care beyond service!

We are looking for a full-time, permanent Customer Service Representative to join our team. The CSR's at RGH are the first point of contact for the customer, so their main priority is to welcome them, hear their concerns, and leave them with the confidence that they have been listened to and that they will be looked after. The day goes by quickly in this fast-paced environment. There\'s always something to learn and this keeps the job fresh and challenging!

The ideal candidate will be a detail-oriented with an interest in optimizing processes and delivering high quality work. If you are looking for the next step in your career and are driven to succeed and enjoy working in a fast-paced environment, then this is the right opportunity for you! Strong interpersonal skills are absolutely essential for success in this role, as well as the ability to be careful, articulate, and accurate.

A Typical Day

• Manage all inbound/outbound calls in a courteous, client-oriented manner.
• Proficient and timely customer email correspondence.
• Process customer service requests through the computer system, ensuring accuracy.
• Maintain strong working relationships within the Service Department.
• Responsible for handling customer service requests from creation to completion, ensuring exceptional service.
• Handles all incoming communication from customers and other stakeholders.
• Provides customers with updates, ETAs, schedules and contacts subagents, technicians and other stakeholders as needed.
• Act as the primary contact for conflict resolution by demonstrating strong listening and negotiation skills while speaking with irate customers to reduce escalation and increase customer satisfaction.
• Builds positive relationships with all customers through active listening and providing opportunities to the customer for better service.
• Warranty verification.
• COD Payment processing.
• Other duties as assigned such as helping with quotes and parts research.

What You Need to Land This Opportunity

• Minimum high school graduation required.
• Minimum of 1-2 years' experience working in customer service.
• Must have experience with a current ERP system.
• Intermediate computer skills: Microsoft Office (Word, Excel and PowerPoint), email applications (MS Outlook) and the ability to learn new computer systems.
• Minimum 50 wpm.
• Ability to keep information confidential.
• Strong data entry skills, basic math and proofreading abilities.
• Strong time management, organization and multitasking abilities.
• Excellent English communication skills over the phone, in person and through email.
• Manual dexterity required to use desktop computer and peripherals.
• Ability to sit and operate a computer and telephone for long periods of time.
• Overtime may be required.

RG Henderson, a division of Heritage Food Service Group of Canada is an inclusive and equal opportunity employer. If you require a disability related accommodation to participate in the recruitment process please inform us by email. We will accommodate your needs under the Ontario Human Rights Code. While we appreciate all applications, only those candidates selected for an interview will be contacted. We thank all applicants for their submissions.