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Service and Support Advisor
3 months ago
Job Title:
Service & Support Advisor
Reports to:
Client Experience Lead
Responsibilities:
- Delivering worldclass service as a member of frontline sales team to end users, distributors, OEM's.
- Be a trusted adviser for clients, suggesting appropriate "Essentials" products, product requirements, diagnosing problems and recommending solutions.
- Proactively engage with clients to build and strengthen relationships, encourage feedback, and promote loyalty through personalized attention.
- Provide technical support / troubleshooting assistance.
- Work in the warranty and repairs department, inspecting damaged products sent in by customers to determine proper replacement or fix, if any, communicating with other departments as necessary.
- Quickly and efficiently resolve client inquiries related to parts, service, warranty, or repairs.
- Efficiently process client orders, including quotes, filing sales orders, and preparing invoices with utmost attention to detail.
- Provide prompt support on delivery dates, tracking information, product inquiries, pricing, and lead times, communicating effectively with the team to obtain information as needed.
- Actively develop knowledge of key accounts, pricing structure and product knowledge through training and hands on experience.
- Assisting in gathering information to actively build an FAQ.
- Participation in quality meetings with other departments, sharing client feedback and using this as a guide to suggest improvement initiatives.
- Assist with Accounts Receivable related inquiries and discrepancies.
- Prepare and track reports to support regular reviews of individuals and department metrics.
- Utilizing Salesforce CRM to track client interactions, preferences, product feedback, etc.
- Follow appropriate escalation processes, using sound and clientfocused decisionmaking.
- Other duties as assigned.
Requirements:
- Positive attitude with a strong desire to ensure each client is offered worldclass service.
- Commitment to continuous learning and improvement with a willingness to participate in personal growth initiatives.
- Experience with technical troubleshooting is an asset.
- Professional manners, customer care focus and strong interpersonal skills.
- Superior problem solving, analytical skills, and ability to work with large amounts of data.
- Ability to work in a fastpaced, dynamic environment, independently and as part of a team.
- Strong verbal and written communication skills.
- Excellent organization and time management skills.
- Proficient with computer programs including Microsoft Word and Excel, Visual ERP would be an asset.
- Flexibility with scheduling.
- French/Spanish not required but would be an asset.
Job Types:
Full-time, Part-time, Permanent
Pay:
From $40,000.00 per year
Expected hours: 40 per week
Benefits:
- Casual dress
- Dental care
- Extended health care
- Onsite parking
Schedule:
- Evening shift
- Monday to Friday
- Morning shift
- Weekends as needed
Ability to commute/relocate:
- Niagara Falls, ON L2H 0A6: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Customer service: 1 year (preferred)
- Technical support: 1 year (preferred)
Language:
- French (preferred)
Work Location:
In person