Customer Service Specialist

Overview:
**Customer Service Specialist**

**Reports To**:General Manager and/or Office Manager

**Status**: Full-time, Regular

**Category**: Customer Service

**Location Name**: Enercare - Hammond

**Location Address**: Kitchener, ON

**Join the team of experts and realize your true potential**

**Why You Should Join the Service Experts Team?**

Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth.** Join us and become an EXPERT**

**Position Summary**:
The Customer Service Specialist handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution. The Customer Service Representative will be responsible for assisting in day-to-day operation of the Centre duties.

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**Responsibilities**:

- Answering incoming phone calls from customers.
- Maintaining good customer relations and ensuring that all calls meet Company standards.
- Ability to make decisions regarding customer satisfaction with confidence.
- Resolving problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues.
- Maintaining customer records by updating account information.
- Working with dispatch to improve accuracy in scheduling and speed of response.
- Communicating with customers on the status of service calls.
- Assisting with dispatching as needed.
- Performing outbound calls to schedule preventative maintenances and tune-ups.
- Ensuring that customers are contacted in a timely manner to schedule preventative maintenance.
- Working with General Manager/Operations Manager to ensure that capacity demands are met.
- Continually maintain working knowledge of all company products, services, and promotions.

Qualifications:

- Previous customer service experience required.
- Excellent interpersonal skills.
- Exceptional verbal and written communication.
- Strong computer software skills.
- Team work is a priority and the Customer Service Representative must be willing to work with and assist co-workers as needed.
- The ability to work occasional overtime and weekend hours as required.
- The successful incumbent must be able to meet the minimum requirements for our background check criteria.

**What Do We Offer You as an Employee?**

The Company offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. The following is a summary of the many benefits that may be available to you as a **full-time, permanent** member of the team:

- Competitive pay, including incentive opportunities for many positions.
- 100% employer-paid insurance premiums for Medical, Dental, Vision, Short-Term Disability, and Life Insurance.
- RRSP Plan with company matching component.
- Long-Term disability insurance that can protect you and your family if you are unable to work.
- Discounts and perks at many retail stores and online through the WorkPerks program.
- Tuition Reimbursement Program of up to 80% of the cost of tuition and books for eligible, pre-approved courses.
- Employee Referral Program where you can earn $1,000 for the successful referral and hire of someone in your network.
- A confidential and free service for any employee that is facing a challenging time via the Employee and Family Assistance Program (EFAP).
- Training and development courses available through our online Learning Management System.
- Extensive career development opportunities.