Customer Service Representative

5 months ago

St Catharines, Canada Kraun Electric Full time

Kraun Electric is a growing electrical contracting firm that delivers comprehensive electrical solutions & services to a wide variety of clients. We are recognized leaders in the industry because of our commitment to quality work, customer service, and innovation. A Customer Service Representative at Kraun will support our ICI and Home Electric Service customers, ensuring the highest level of service from initial contact (e.g. phone call, online inquiry) throughout the service period.

At Kraun Electric, we drive for results, take pride in our professionalism, and value the people on our team. We are good at what we do, and who we work alongside each day is critically important. We aim to provide a work environment where individuals feel safe, know they matter, and can grow professionally.

**Roles & Responsibilities**

**Customer Experience**
- Maintain a professional and friendly demeanour with prospective customers; this role serves as the company's first impression.
- Establish and maintain strong customer connections.
- Listen with empathy to understand customer needs.
- Fill the schedule board with booked jobs.
- Schedule specific team members for specialized quotations (Generators, Gemstone, ICI).
- Collect payments from customers.
- Follow-up on sales leads provided by sales and marketing team members.
- Provide support for customer concerns by resolving or escalating the issue.
- Document important information electronically.
- Provide customers with important records such as ESA permits, inspection reports, and invoices as required.
- Perform follow-up calls with customers to ensure the highest customer satisfaction.
- Assist with special projects as required.
- Manage open, unscheduled, and pending service jobs.
- Utilize field service software features to ensure timely and effective customer communication.
- Other duties as assigned.

**Communication**
- Communicate clearly and effectively, both verbally and in writing.
- Follow scripts to ensure consistency.

**Problem Solving & Initiative**
- Solve problems using critical thinking, initiative, and a drive for excellence.
- Stay organized in a fast-paced environment.
- Adaptable and able to quickly learn new tools.

**Qualifications and Educational Requirements**
- A minimum of 3 years work-related experience in a Customer Service Representative role.
- Post-secondary education with a diploma or degree in business administration or a related field is preferred.
- Inside sales or other sales experience is beneficial.
- Experience with field service software is an asset.

**Preferred Skills**
- Ability to communicate clearly and effectively both verbally and in writing.
- Proficient in listening attentively to understand customer needs and concerns.
- Skilled in identifying issues and finding effective solutions promptly.
- Demonstrating empathy and patience when dealing with customers, especially in challenging situations.
- Ability to manage time effectively and prioritize tasks to handle multiple customer inquiries efficiently.
- Familiarity with customer service software, CRM systems, and basic computer skills.
- Ability to adapt to different customer personalities and situations, maintaining professionalism throughout.
- Keen attention to detail to ensure accurate information is provided and recorded.
- Skilled in converting customer inquiries into scheduled appointments, using effective communication and persuasive techniques to explain the benefits and importance of setting an appointment.
- Ability to work well within a team, sharing information and supporting colleagues as needed.
- Skilled in managing and resolving conflicts in a calm and professional manner.
- Maintaining a positive and friendly demeanour to create a welcoming environment for customers.

**Working Environment & Physical Demands**
- Prolonged sitting.
- Routine use of standard office equipment.
- Steady use of headset.
- Fast-paced, with interruptions and distractions.
- Open-concept workspace in a professional office environment.
- Collaborative and positive environment.
- Availabity required for alternate shifts, such as 10:00 a.m. to 6:00 p.m.

**Tools & Benefits Provided**
- Computer technology
- Professional training courses as deemed helpful
- Marketing materials
- Company events
- Retirement Savings Program
- Extended Healthcare
- Vision care
- Dental Care
- Employee Assistance Program
- Education reimbursement
- Health & Safety training

We are committed to providing equal employment opportunities and accommodations to applicants per the Accessibility for Ontario with Disabilities Act (AODA). Applicants may request accommodations during the recruitment process.

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