Customer Service Representative

Kraun Electric is a growing electrical contracting firm that delivers comprehensive electrical solutions and services to diverse clients. We are recognized as industry leaders because of our commitment to quality workmanship, exceptional customer service, and a culture of innovation.

We seek a professional and empathetic **Customer Service Representative** to be the first point of contact for our ICI and Home Electric Service customers. This role involves handling inbound and outbound calls, booking appointments, and ensuring a seamless and positive customer experience. Interactions are primarily conducted over the phone and typically do not involve in-person contact.

Kraun drives for results, takes pride in our professionalism, and values the people on our team. We love that we are good at what we do, and who we work alongside each day is critically important. We aim to provide a work environment where individuals feel safe, know they matter, and can grow professionally.

**Responsibilities**
- Serve as the first point of contact for customers, maintaining a friendly and professional demeanour.
- Respond to inbound and outbound customer inquiries, addressing concerns with empathy and professionalism.
- Build strong customer connections by actively listening, understanding their needs, and providing timely solutions.
- Manage and maintain the electronic service schedule; assign jobs and quotations to appropriate team members.
- Book appointments, follow scripts when required, and convert inquiries into scheduled jobs.
- Collect payments, send invoices, and provide required documentation such as ESA permits and inspection reports.
- Follow up on sales leads and after-hours service requests to maximize scheduling opportunities and maintain service standards.
- Track and manage open, pending, and unscheduled service jobs using field service software and CRM tools.
- Document interactions accurately and gather/summarize information as needed.
- Participate in special projects and support other departments as required.
- Contribute to a positive and collaborative work environment.
- Other duties as assigned.

Qualifications and Educational Requirements
- Minimum 3 years of experience in a customer service or inside sales role.
- Post-secondary education with a diploma or degree in business administration or a related field is preferred.

Required Skills & Experience
- Ability to communicate clearly and effectively both verbally and in writing.
- Proficient in listening attentively to understand customer needs and concerns.
- Skilled in identifying issues and finding practical solutions promptly.
- Highly organized and able to manage multiple priorities in a fast-paced environment.
- Comfortable learning and using new software tools; experience with field service software is an asset.
- Skilled in scheduling and booking appointments with persuasive, customer-focused communication.
- Detail-oriented with a commitment to accuracy and follow-through.
- Able to adapt to diverse customer personalities and changing situations.
- Team-oriented, collaborative, and supportive of colleagues.
- Calm and professional in conflict resolution.
- Positive attitude and friendly demeanour that help create a welcoming customer experience.
- Advanced computer proficiency with the ability to quickly and confidently navigate software programs without supervision.
- Proficient in Microsoft Office, including Excel.

Working Environment & Physical Demands
- Varied shifts, including 8:00 a.m. - 4:30 p.m., 10:00 a.m.6:00 p.m. & 11:00 a.m.7:00 p.m.
- Prolonged sitting.
- Routine use of standard office equipment.
- Steady use of headset.
- Fast-paced, with interruptions and distractions.
- Open-concept workspace in a professional office environment.
- Collaborative and positive environment.

Tools & Benefits Provided
- Computer technology to work effectively
- Professional training courses as deemed helpful
- Marketing materials
- Company events
- Retirement Savings Program
- Extended Healthcare
- Vision care
- Dental Care
- Employee Assistance Program
- Education reimbursement
- Health & Safety training