Customer Support Representative

Position Title: Customer Service Representative (CSR) Company: Sign FX Location: Ottawa, Ontario Employment Type: Full-Time

About Us:

Sign FX is a leading provider of custom signage solutions in Ottawa, offering a wide range of products from wayfinding to outdoor signs. We pride ourselves on delivering high-quality, innovative signage that meets our clients' needs and exceeds their expectations.

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About Us

At Sign FX, we're Ottawa's go-to for custom signage solutions, from wayfinding to outdoor signs. We don't just deliver high-quality, innovative signage—we go above and beyond to meet and exceed our clients' expectations. Our secret? We genuinely "Care a lot" about our people and our work and believe in making the process fun. If you're looking to join a team that values creativity, dedication, and having a good time while getting things done, you'll fit right in with us.

Position Overview:

The Customer Service Representative (CSR) at Sign FX will be the first point of contact for our customers. This role requires an individual who is enthusiastic, customer-focused, and capable of managing a variety of tasks efficiently. The CSR will handle inquiries, provide product information, process orders, and ensure customer satisfaction through effective communication and problem-solving skills.

Key Responsibilities:

1. Customer Interaction:

○ Respond to customer inquiries via phone, email, and in-person.

○ Provide detailed information about products and services.

○ Assist customers in selecting the right products to meet their needs.

1. Order Processing:

○ Generate accurate scopes of work with complete details

○ Generate accurate pricing for basic products and services

○ Process customer orders accurately and efficiently.

○ Successfully hand off orders to the PM department

1. Problem Resolution:

○ Address customer complaints and concerns promptly.

○ Find effective solutions and ensure customer satisfaction.

○ Escalate unresolved issues to the appropriate department or manager.

1. Sales Support:

○ Assist the sales team with customer follow-ups and lead generation.

○ Provide quotes and pricing information to potential customers.

○ Upsell additional products and services when appropriate.

1. Administrative Duties:

○ Maintain customer records and update the ERP system.

○ Prepare and send necessary documents for product support.

○ Perform general office duties, including filing, data entry, and scheduling appointments.

1. Product Knowledge:

○ Stay updated on new products and industry trends.

○ Participate in training sessions to enhance product knowledge.

○ Share product feedback from customers with the team for continuous improvement.

Key Performance Indicators (KPIs):

1. Customer Satisfaction:

○ Achieve and maintain a customer satisfaction score of 90% or higher.

○ Reduce customer complaints and ensure swift resolution within 24 hours.

1. Response Time:

○ Respond to all customer inquiries within 2 hours during business hours.

○ Ensure all follow-up actions are completed within one business day.

○ Complex quotes to be sent within 24-48 hours.

○ 0 client overreach for delayed replies.

1. File Setup

○ 100% accuracy in file path setup with proper customer information

○ 100% accuracy in customer setup in ERP

○ Obtain proper supporting documentation and files for job

○ Initiate design request if required

1. Sales Support:

○ Contribute to achieving monthly sales targets by supporting the sales team.

○ Generate required quotes and scopes of work for the sales team.

1. Administrative Efficiency:

○ Maintain up-to-date and accurate customer records with 100% compliance.

○ Ensure all administrative tasks are completed without delay.

Qualifications:

● High school diploma or equivalent; post-secondary education is an asset.

● Proven experience in a customer service role, preferably in a similar industry.

● Excellent communication and interpersonal skills.

● Strong problem-solving abilities and attention to detail.

● Proficiency in Microsoft Office and experience with CRM software.

● Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

● Positive attitude and a team player.

Benefits:

● Competitive salary

● Monday to Thursday 7:00am to 4:30pm

● Friday 7:00am to 11:00am

● Health and dental benefits

● 6% vacation pay

● GRSP

● Opportunities for professional development and growth

How to Apply:

Interested candidates should submit their resume and a cover letter outlining their relevant experience and why they would be a great fit for this role to

Sign FX is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Type: Full-time

Pay: $18.00-$22.00 per hour

Expected hours: 40 per week

Benefits:

• Casual dress
• Company events
• Dental care
• On-site parking
• Paid time off
• RRSP match

Work Location: In person