Customer Care Representative

2 days ago


London, Canada Airia Brands Inc. Full time

**_Customer Care Representative (Bilingual) _**

Responsible to provide prompt, courteous and knowledgeable information, and answer questions regarding complaints to ensure customers are satisfied with products, services, and features. This position reports to the Customer Care Team Lead.

**Essential Duties and Responsibilities**:

- Order entry processing and verifies all customer information for distribution
- Manage incoming calls in both English and French and assist with inquiries regarding product information, pricing, availability, and order status
- Resolve customer complaints within company guidelines, while providing outstanding customer service
- Escalate incidents that cannot be resolved to Customer Care Team Lead
- Assist with Return Merchandise Authorization (RMA) process and procedures
- Process Daily Sales and Shipping Reports for distribution
- Follow up and make scheduled call backs to Sales Team and Customers where necessary
- Work closely with Engineering team to report on trends and determine issues
- Maintain expert level knowledge of company products and services
- Ability to recognize and positively address performance challenges
- Organize ideas and communicate effectively to appropriate team members
- Maintain professional relationships with internal team members and customers
- Provide suggestions and solutions for process improvements

**Qualifications/Skills/Experience**:

- Minimum 2 years Customer Service experience
- Excellent customer service skills, both written and oral in both English and French
- Results-driven, self starter and takes initiative to drive the business
- Contributes to the development of process and procedure improvements
- Team Collaboration
- Ability to multitask effectively and efficiently
- Communicate effectively interdepartmentally and cross-functionally within a moderate paced environment
- Excellent problem solving and decision-making skills
- Excellent time management and organizational skills
- Ability to take direction and work with mínimal supervision
- A community college diploma or high school education with several years of practical relevant experience
- Industry knowledge and/or experience working with HVAC is ideal
- Familiar with various internet-based platforms such as Microsoft Excel, Word and Outlook

**Why AIRIA?**
- Competitive compensation and a comprehensive benefits package
- We take great pride in our first-class team and family-like culture. Open-door approach at all levels
- Fast-growing company
- The premium and most progressive product on the market. Focus on continuous innovation

Reasonable accommodations are available for applicants with disabilities throughout the recruitment process. If you are selected for an interview and require accommodations for interviews or other meetings, please advise Human Resources.

**Salary**: Up to $24.00 per hour

**Benefits**:

- Company events
- Company pension
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- RRSP match
- Tuition reimbursement
- Vision care
- Wellness program

Schedule:

- 8 hour shift

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- London, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 2 years (required)



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