Customer Experience Specialist

1 week ago

Burnaby, Canada IBC Technologies Canada Full time

**About Us**

IBC Technologies Canada is a leading manufacturer of high-efficiency boilers and water heaters for residential and commercial use in North America. As a proud member of the Rheem Manufacturing Company's family of brands, we are committed to bringing reliable comfort into people's lives while working towards a more sustainable future. Since 1995, IBC has been at the forefront of innovation in the heating industry.

At IBC, we are dedicated to creating lasting, positive change in people and the environment. We strive to be the leader in energy-efficient water heating and the solution of choice for our customers. Our team is passionate, inclusive, and respectful, and we strive daily to embody our core values. Accountability, integrity, quality of work and interactions, openness, and teamwork define who we are at IBC, and we attribute our success to the strength of these values.

**Position Title**

Customer Experience Specialist

**Position Summary**

The Customer Experience Specialist provides support for commercial and residential customers and contractors. The individual in this role will respond to customer inquiries and offer resolutions for a range of post-sale issues, including but not limited to warranty information, basic wiring and parts replacement.

Location: Burnaby, BC

Reporting to: Manager, Customer Experience and Tech Support

**Essential Functions**
- Provide verbal and written assistance to customers with service, warranty, parts, and general product questions.
- Support customers in the interpretation of warranty information.
- Arrange for malfunctioning or defective items to be returned for repair or replacement.
- Track requests, escalate issues, assess parts or spare inventory, document resolutions and determine warranty eligibility on CRM.
- Ensure full resolution and conclusion of tickets.
- Performs other duties as assigned.

**Qualifications**

Work Experience:

- Prior experience providing remote customer support.
- Prior experience maintaining extensive customer interaction records on CRM.

Knowledge, Skills, & Abilities:

- Excellent customer service skills.
- Excellent verbal and written communication skills.
- Meticulous in nature, with a strong focus on accuracy.
- Advanced proficiency in CRM.
- Working proficiency in MS Office Suites.
- Demonstrated ability to work well with others in a matrix team environment.
- Ability to see cases and tickets through to their conclusion.
- Ability to manage time on tickets efficiently.
- Ability to read, write, and comprehend technical instructions, short correspondence, technical documentation and memos.
- Excellent problem-solving skills for technical products.

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Extended health care
- RRSP match
- Vision care

Schedule:

- 8 hour shift

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