Customer Service Representative – Edmonton, AB

DSL Ltd.; Edmonton; On-site; CAD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive wage

Health benefits

Health Spending Account

RRSP matching

Education support

Advancement opportunities

Job summary

DSL Ltd. in Edmonton, AB is seeking a Customer Service Representative to support customers across multiple channels. You will respond professionally, process orders, and help resolve issues while maintaining service quality.

Ideal candidates have strong communication, active listening, and problem-solving skills, with a background in customer service and a willingness to learn our products and processes. On-site work and team collaboration are essential.

Qualifications

• High school diploma required.
• Post-secondary education is an asset.
• Experience in restaurant industry is a plus.
• Strong interpersonal and written/oral communication.

Responsibilities

• Monitor customer requests and respond within defined parameters.
• Create service or parts orders as needed.
• Dispatch orders when required.
• Clarify issues, research solutions, and escalate when needed.
• Follow up on outstanding issues and keep customers informed.
• Handle customer billing inquiries and upsell where appropriate.

Skills

Customer service

Communication

Problem solving

Multitasking

Listening

Upselling

Teamwork

Education

High school diploma

Post-secondary asset

Job description

Customer Service Representative – Edmonton, AB

At DSL, our purpose is creating moments of joy, one serving at a time. Representing world-class brand partners Taylor, Henny Penny & Franke Coffee Systems, DSL is the largest Canadian supplier of premium food service equipment, and the exclusive factory-authorized service provider for the equipment we sell.

At our core, we believe in doing right by our customers, finding the best solutions to fit their needs, being creative and innovative, working hard, and having fun along the way.

Are you looking to grow with a company with over a century of unmatched quality, expertise, and after-sales support? We want to hear from you!

Why Join Our Team?

• Competitive wage & health benefits
• Health Spending Account (Flex Spending Account or Health Spending Account)*
• Strong company culture & core values
• RRSP matching program*
• Education support
• Opportunity for advancement

*Applicable once eligibility requirements are met

Position Summary:

Reporting to the Customer Service Supervisor, this position is responsible for working in a multi-channel environment and providing an exceptional level of customer service, communicating professionally with all customers, vendors and staff and supporting and executing projects and reporting.

What you’ll do:

• Monitoring of customer request websites to ensure they are responded to within customer parameters.
• Creation of service or parts orders as required.
• Dispatching as required
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Follow up on outstanding issues; ensuring customer is updated as required.
• Perform basic telephone troubleshooting
• Effectively deal with job stress, angry callers, and upset customers- Maintain key performance metrics
• Customer billing and inquiries
• Sell additional services and products by recognizing opportunities to up-sell accounts
• Make outbound calls to follow up and or update on service requested, and gather customer feedback
• Participate in individual and team coaching sessions to ensure quality service is provided.
• Other projects as required.

What you’ll need:

• Minimum High School Diploma
• Completion of a post-secondary education an asset
• Previous experience in the restaurant industry and a strong customer service background are considered assets
• Ability to listen attentively, ask probing questions, and to use information provided by customers to tailor responses and actions to meet the customers’ specific needs
• Excellent interpersonal, written, and oral communication skills
• Ability to exercise flexibility, initiative, good judgment and discretion
• Ability to multi task in a fast paced environment
• Detail oriented, accuracy, and timeliness
• Possess excellent problem solving skills
• Ability to learn and navigate new software quickly