Customer Service Representative
1 month ago
Customer Service Representative Sales
Dodds Garage Doors is the oldest, largest, and fastest-growing garage, overhead, and entry door company in Southern Ontario. Founded in 1958 and still family-owned, Dodds serves its customers through a number of locations across Ontario.
Dodds has served well over 500,000 customers and continues to pride itself on industry-leading service, product knowledge, and expertise.
**You will love it here if you**:
1. Are Customer Obsessed - we won’t rest until customers are 100% satisfied.
2. Have an Ownership Mentality - we take pride in our work and the Dodds brand.
3. Are a Problem Solver - we turn problems into opportunities and take initiative.
4. Have a Positive Attitude - we are resilient, enthusiastic, and dedicated.
The position of Customer Service Representative is essential within the Sales department. You serve as someone who acts as a direct point of contact between the company and its customers, playing a crucial role in ensuring customer satisfaction and maintaining positive relationships.
**You will be Accountable for the following**:
- Handle customer inquiries and complaints
- Provide information about the products and services.
- Document and update customer records based on interactions.
- Develop and maintain a knowledge base of the evolving products and services.
- Answering phones with enthusiasm and positivity
- Coordinate and schedule garage door installations meeting both the company's and customer need
- Problem solves customer issues turning a challenging experience into a positive one.
- Collect payment and follow up on overdue accounts.
- Respond to customer questions with urgency.
- Booking sales and service calls
- Weekly reporting of metrics
- Oversight of dispatch board
- CSR schedule (shift changes)
- Coaching and development of CSRs (listening to calls)
- Ownership when the team needs it (filling in)
- Act as the solutions expert - creating cases, reviewing with the case management team, engaging directly with the customer for any feedback and solutions to ensure full satisfaction.
- Ensure distribution of inbound requests & engagements - stepping in to provide an immediate experience focused response when applicable.
- Ensure sample inventory is stocked, and work with Marketing and Lead Gen Specialist to request new stocking orders from production.
- Support change and drive new initiatives as deemed important by the company. Propose and implement new experience initiatives through continuous evaluation of current process and procedures.
**Qualifications**:
- Demonstrate excellent problem-solving, critical thinking and analytical skills.
- Communication skills - the ability to actively listen and clearly and confidently communicate, both verbally and in writing.
- Solid time management and organizational skills using sound judgement in managing multiple projects with often conflicting priorities.
- High attention to detail
- Collaboration: This role is highly interactive with multiple departments and teams and requires the individual to be able to manage the flow in information in a timely manner.
**Job Types**: Full-time, Permanent
**Salary**: $50,000-$60,000 total compensation
**Schedule**: 5 days per week (may include a weekend). Hours 10 am -7 pm
**Benefits**: Health care spending account, On-site parking
**Ability to commute/relocate**: In-person position, BURLINGTON - training will be conducted in Toronto
**Experience**: Operational, Management, Leadership Requirements
**Language**: English (required)
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