Client Care Representative

1 week ago

Langley British Columbia, Canada Innotech Windows + Doors Full time

Reporting to the Client Care Manager, the Client Care Representative is an organized and approachable member of our team. As the primary point of contact for our clients, after they have placed an order, the Client Care Representative coordinates a high volume of orders and ensures that our clients have a positive experience with Innotech Windows + Doors. This position ensures clear and timely communication with our clients and internal teams, including sales, scheduling, production, shipping, installation, and service.

Duties and Responsibilities:

  • Taking ownership of the client relationship to ensure our clients have a highly positive experience
  • Regularly communicate with clients, including architects, builders, and homeowners, regarding the status of their order
  • Promptly answering inquiries from clients regarding their orders, including scheduling, delivery, installation, service, and warranty inquiries
  • Coordinating service work for clients, including warranty and non-warranty service; preparing accurate quotes and detailed work orders for the service team; and communicating with internal and external teams to execute service work orders
  • Scheduling Service Technicians to fulfill service work orders
  • Ensuring the Service Technicians have the necessary information to complete service work successfully
  • Identifying and mitigating concerns that may negatively impact our clients by promptly taking necessary action
  • Maintaining a high level of professionalism, approachability, and competence in every client interaction
  • Conducting feedback surveys using a standard survey form
  • Performing 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 interactions with clients
  • Active listening skills with strong interactive communication abilities
  • Team player with the ability to work with clients, office, and production staff to resolve challenges.
  • 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
  • Highly organized and able to manage a high volume of orders and inquiries
  • Have a sense of urgency in fulfilling tasks

Working Conditions:

The majority of the time will be spent working in normal office conditions at Innotech Windows + Doors Head Office in Langley, BC.

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

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

Pay:
 CA$45, CA$55,000.00 per year

Benefits:

  • Company events
  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • Life insurance
  • On-site parking
  • Paid time off
  • Profit sharing
  • RRSP match
  • Tuition reimbursement
  • Vision care
  • Wellness program

Please apply on LinkedIn or email your resume and cover letter to -

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