Client Care Representative

Innotech Windows + Doors is a leading window and door manufacturer located in Langley, BC. We are an innovative, energetic and family-oriented company that promotes a flexible and fun work environment. We value teamwork, open communication and continuous improvement - our focus is serving our clients by exceeding their expectations. We are passionate about manufacturing high-performance windows and doors to help our clients design and build highly sustainable buildings for a healthier planet.

Why join our team? We believe that each employee contributes directly to the growth and success of the company. We offer competitive wages, profit sharing and a comprehensive company paid benefit package including extended health, vision, dental, long term disability and group RRSPs. Grab a few extra paid days off - our stats include Boxing Day, and employees can celebrate their birthday off with pay In addition to monthly catered lunches, have some fun with your colleagues while participating in our team activities and events

We are currently looking to add a Client Care Representative to our team. Reporting to the Client Care Manager, the Client Care Representative enhances client relationships, focusing on providing after sales support to Innotech Windows + Doors’ clients. The client care representative also handles client complaints, providing first level feedback while seeking resolution through escalating complaints and issues received to concerned parties internally.

**Duties and Responsibilities**:

- Handles client complaints and provides initial feedback.
- Escalates issues and complaints received to concerned internal parties/departments for resolution.
- Logs issues and complaints received from clients in CRM system and ensures that each logged customer complaint/issue is resolved within standard resolution time set under Innotech Windows + Doors’ Quality objectives.
- Updates client updated delivery dates in system based on readiness check feedback and advises internal stakeholders.
- Prepares quotes for parts or service requests that are not covered under warranty.
- Prepares work orders for service or parts requests and coordinates with concerned internal departments for execution of work orders.
- Fields questions about Innotech Windows + Doors’ products and services
- Refers potential clients or leads to sales.
- Maintains a high level of professionalism and competence in every client interaction.
- Conducts after sales and service feedback surveys using standard survey form.
- Performs other related duties as required.

**Knowledge & Skills**:

- High school graduation or GED
- Minimum 2 years’ experience in customer service preferred (experience in the fenestration or building industry an asset)
- Computer skills in Excel, Word, and Outlook with working knowledge of CRM and ERP systems
- Superior phone skills with the ability to remain calm during stressful or challenging interactions with clients.
- Active listening skills with strong interactive communication abilities
- Ability to build trust and relationships with clients.
- Excellent written and verbal communication skills in English
- Ability to multi-task, prioritize and manage time effectively.
- Have a sense of urgency in fulfilling tasks.

Please note reliable transportation is required as we are not accessible by transit.

Pay: $45,000.00-$55,000.00 per year

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Profit sharing
- RRSP match
- Tuition reimbursement
- Vision care

Schedule:

- 8 hour shift

Licence/Certification:

- Driving Licence (required)

Work Location: In person