Customer Service Representative

16 hours ago

Edmonton, Canada Durabuilt Windows Doors Inc Full time

Our values are at the core of everything we do
- Innovative. Think ahead to stay ahead.
- Driver. Stay hungry and act with urgency.
- Ownership. No excuses. 100% accountability.
- Caring. For employees, partners and community.
- Individual. We work with great people and expect a lot from them.

We are one of Western Canada’s largest window and door manufacturers servicing consumers, contractors and retailers. Established in 1988 and headquartered in Edmonton, Alberta, it’s not just Durabuilt’s innovative manufacturing and design that places us on the list of Canada’s Best Managed Companies - it’s also our people.

**Objective of Position**

As a Customer Service Representative, you play a key role in curating the customer experience. You will always provide exceptional customer service and take ownership of administrative support to our Service Department. You will maintain accurate and timely data entry and assist customers with various service warranty and non-warranty concerns.

**Accountabilities**

**Service**
- Act as the main point of contact for all customer service inquires.
- Differentiate service issues into chargeable warranty and non-warranty items.
- Administration of service concerns from cases, to order creation, to ordering of parts, scheduling, and management of Service Module.
- Interact with CX Manager with performance management of all outstanding service work orders.
- Document quality cases and ensure resolution with Corporate Business Units.
- Manage and develop chargeable service opportunities.
- Responsible for scheduling service appointments pre
- and post-possession.
- Take payment information and other pertinent information such as address and phone numbers.
- Compile reports on overall customer satisfaction.
- Handle changes in policies or renewals.
- Educate customers in solving service concerns over the phone when possible.
- Create quotes for chargeable service items and collect payments.
- Work with accounts department to create invoices upon job completion.
- Provide support to service as required by customer demand.
- Address customer and team member communication in a timely and professional manner.
- Fully educated on Sales Force / CX / Field Service Lightning. Processes and systems to support service.
- Collaborate with internal business partners and departments.
- Participate in training and development activities to expand product/industry knowledge.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- Vision care

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Edmonton, AB: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 2 years (preferred)

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