Customer Service Representative

3 days ago

Burlington, Canada Dodds Garage Doors Full time

About Us
Dodds Garage Doors, founded in 1958, is the leading provider of garage doors and openers across Southern Ontario. Serving more than 500,000 customers with exceptional service, Dodds has become a household name. Dodds has been awarded the Consumers Choice Award for over 22 years. Family-owned and employee-focused, Dodds prioritizes customer satisfaction, offering 24/7 repairs and preventative maintenance. With over 65 years in business, we are the region's most highly reviewed garage door company.
The Role
As a Customer Service Representative / Office Administrator in our Sales department, you will act as the direct point of contact between Dodds and its customers. This role is crucial for ensuring customer satisfaction and fostering positive relationships. You will manage customer inquiries, coordinate services, and maintain seamless communication between departments to deliver exceptional service.
What you will do
- Handle customer inquiries and complaints with professionalism and urgency.
- Greeting walk-in customers and assisting with basic troubleshooting needs.
- Supporting Branch Managers with feedback in support of office management.
- Help receive products and unload trucks.
- End-of-year inventory count.
- Provide detailed information about Dodds’ products and services.
- Document and update customer records accurately.
- Coordinate and schedule garage door sales and service appointments to meet company and customer needs.
- Collect payments and follow up on overdue service accounts
- Act as a solutions expert by managing customer needs and ensuring customer satisfaction.
- Drive new initiatives and propose process improvements to enhance customer experience.
- Sell residential memberships, garage door openers, and accessories via inbound and outbound initiatives.

Expectations for success
- Deliver an exceptional customer experience by actively listening and problem-solving.
- Collaborate effectively with multiple departments to ensure seamless operations.
- Maintain a high level of organization and attention to detail in all tasks.
- Meet and exceed weekly reporting metrics and performance benchmarks.

What you bring to the table
- Strong problem-solving, critical thinking, and analytical skills.
- Excellent verbal and written communication abilities.
- Proven time management and organizational skills with sound judgment in prioritizing tasks.
- High attention to detail to ensure accuracy in all interactions and processes.
- A collaborative mindset, working seamlessly across departments and teams.
- Experience in call center operations, management, or leadership roles.

Additional role details

, Permanent
- Salary: $55,000 total compensation
- Schedule: 5 days per week (may include a weekend): 8:00 am-5:00 pm
- Benefits: Health care spending account, on-site parking
- Work Arrangement: In-person position
- Ability to lift ~50lbs

If you’re passionate about customer service, and want to join a dynamic team, we’d love to hear from you

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