Customer Service Representative

Our values are at the core of everything we do
Innovative. Think ahead to stay ahead
Driver. Stay hungry and act with urgency
Ownership. No excuses. 100% accountability
Caring. For employees, partners and community
Individual. We work with great people and expect a lot from them
We are one of Western Canada's largest window and door manufacturers servicing consumers, contractors and retailers. Established in 1988 and headquartered in Edmonton, Alberta, it's not just Durabuilt's innovative manufacturing and design that places us on the list of Canada's Best Managed Companies – it's also our people.
Objective of Position
Act as a liaison between customers and the company. Assist with complaints, orders, errors, account questions, billing, cancellations, and other inquiries.
Accountabilities
50% - Customer Service
Act as the main point of contact for all customer service inquires
Address customer and homeowner warranty and non-warranty questions and concerns daily via email, phone, and Connect You
Document quality cases and ensure resolution with Corporate Business Units
Manage and develop chargeable service opportunities
Take payment information and other pertinent information such as address and phone numbers
Compile reports on overall customer satisfaction
Handle changes in policies or renewals
Educate customers in solving service concerns over the phone when possible
Create quotes for chargeable service items and collect payments
Address customer and team member communication in a timely and professional manner
Collaborate with internal business partners and departments
Participate in training and development activities to expand product/industry knowledge
50 % - Administration
Fully educated on Sales Force / CX / Field Service Lightning processes and systems to support service
Administration of service concerns from cases, to order creation, to ordering of parts, scheduling, and management of Service Module
Responsible for scheduling service appointments pre- and post-possession
Differentiate service issues into chargeable warranty and non-warranty items
Interact with CX Manager with performance management of all outstanding service work orders
Work with accounts department to create invoices upon job completion
Provide support to service as required by customer demand
Competencies
Ability to multitask, organize your time, meet multiple deadlines, and assimilate new information quickly.
Strong attention to detail and follow up skills to ensure information is complete and accurate
Troubleshooting abilities to analyze problems and provide solutions
The ability to handle and resolve escalated inquiries and issues
Communicate effectively in English both verbal and written
High comfort level working in a fast-paced team environment that is constantly changing
Proactive and able to assimilate new information quickly
Ability to work independently, require little day-to-day oversight and work as part of a team
Education
High School Diploma OR GED
Experience / Capabilities
2+ years' customer service experience
Call center experience is an asset
Equivalent experience will be considered
Mechanically inclined
Communicate effectively in English both verbal and written
Troubleshooting abilities to analyze problems and provide solutions
Ability to multitask, organize your time and meet multiple deadlines
The ability to handle and resolve escalated inquiries and issues
High comfort level working in a fast-paced team environment that is constantly changing
Proactive and able to assimilate new information quickly
Ability to prioritize your daily work and organize yourself to meet multiple deadlines and meet customer needs
Intermediate to advanced proficiency in computer skills in Outlook, Word, Excel, PowerPoint
Send Us Your Resume
We embrace diversity and offer equal opportunities to all qualified applicants regardless of origin, culture, ethnicity, age, ability, gender identity, sexual orientation or faith. Thank you to all those apply and those who are short-listed will be contacted.

Seniority level
Entry level
Employment type
Part-time
Job function
Sales, General Business, and Education
Industries
Wireless Services, Telecommunications, and Communications Equipment Manufacturing

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