Senior Customer Service Specialist

1 day ago

Calgary, Alberta, Canada Evans Full time

Primary Role

The Senior Customer Service Specialist is responsible for managing all customer communication from the initial inquiry (email or phone call through to the final resolution. This role collaborates with Parts & Accessories team by handling inbound customer service calls and emails, creating and managing C/S tickets, and ensuring each request is resolved to the customer's satisfaction. The Specialist also receives all incoming global sales "1‑877" calls, addressing customer service or parts‑related questions when applicable, or routing other inquiries to teams such as Business Development or relevant departments.

Key Responsibilities

  • Initial customer engagement (Receive the 1-877 global C/S telephone line)
  • Initial qualifications of 1-855 inbound calls and hand off to the business development team of Sales Opportunities where applicable
  • Troubleshooting including involving other internal specialists (Gain knowledge of product and service capabilities and limitations)
  • C/S Ticket creation, tracking and monthly reporting (HubSpot)
  • Resolution (Regional Sales Managers and customer engagement and buy-in)
  • Post-install follow-up
  • Initiate RMA (Return Merchandise Authorization) process where applicable.
  • Attending Project Management daily huddles and team meetings

Qualifications

The Senior Customer Service Specialist role is a mid-level position in Project Management with a focus on supporting the post sales customer experience, developing processes to support this end-to-end experience and developing basic understanding of internal project management processes.

Education/Experience

  • Post-Secondary Education, preferably with a technical background in engineering or design, or business or equivalent work experience
  • 3 years' working experience in a customer services environment

Competencies Required

  • Capable of reading and interpreting technical and architectural drawings. Strong technical aptitude
  • Good troubleshooting skills.
  • Ability to use Microsoft 365 applications and CRM ticketing system
  • Ability to acquire the Evans product and technical knowledge required for trouble shooting

Personal Attributes

  • Take charge/ownership personality
  • Superior verbal and written communication skills
  • Process oriented with a strong attention to detail
  • Strong organizational and time management skills
  • Self-motivated (Can do attitude) and eager to learn
  • Strong work ethic
  • Professional appearance and behavior
  • Manage, guide and mentor members of C/S team

Desired Behaviors

  • Make fact-based decisions having done the hard work of obtaining actual data
  • Foster teamwork and functional diversity in order to achieve the best solutions
  • Employees who take ownership, speak up immediately, respond quickly, escalate if needed, and think like an owner
  • Drive continuous improvement through personal initiative and innovation
  • Learn from failures in a positive/structured way… focusing on process and other improvements going forward
  • Clearly define goals and objectives through KPI's that are consistent with company-wide priorities
  • Achieve results by consistently meeting our commitments
  • Focus on what's important to our customers (internal or external)
  • Develop a culture of celebrating our successes… customer wins, improvements and demonstrated good behavior

Working Environment / Location

  • Calgary AB, fully in-office.
  • Occasional customer sites visits may be required.

Evans is an Equal Opportunity Employer.

Our mission is to ensure that our workforce is both diverse and inclusive

We seek employees from a diverse talent group, if you are a member of a minority population, we encourage you to apply at Evans

  • Senior Customer Service Specialist

    1 day ago

    Calgary, Alberta, Canada Evans Consoles Full time

    Primary RoleThe Senior Customer Service Specialist is responsible for managing all customer communication from the initial inquiry (email or phone call through to the final resolution. This role collaborates with Parts & Accessories team by handling inbound customer service calls and emails, creating and managing C/S tickets, and ensuring each request is...

  • Customer Service Specialist

    1 day ago

    Calgary, Alberta, Canada Budget Promotion Corp Full time

    Company DescriptionBudget Promotion Corp. offers high-quality custom printing and embroidery services for t-shirts, hoodies, tank tops, and various other apparel in Calgary, Alberta. Specializing in custom screen printing and full-color designs, the company caters to diverse customer needs. With a commitment to delivering exceptional products, we aim to make...

  • Customer Service Specialist

    1 day ago

    Calgary, Alberta, Canada Weed Man Alberta Full time

    North America's Largest Franchised Lawn Care Company continues their successful growth and now is the perfect time for you to join our Amazing Team. Together with the greatest products, service, and employees in the world, we will continue to be North America's choice when it comes to selecting a Lawn Care Professional. Come to work with your passionate...

  • Customer Service Specialist

    1 day ago

    Calgary, Alberta, Canada Weed Man Alberta Full time

    North America's Largest Franchised Lawn Care Company continues their successful growth and now is the perfect time for you to join our Amazing Team. Together with the greatest products, service, and employees in the world, we will continue to be North America's choice when it comes to selecting a Lawn Care Professional. Come to work with your passionate...

  • Senior IT Infrastructure Specialist

    1 day ago

    Calgary, Alberta, Canada H&R Block Canada Full time

    Senior IT Infrastructure SpecialistCalgary, AB (Hybrid)For over 60 years, H&R Block has prepared taxes for millions of Canadians annually. Headquartered in Calgary, Alberta, we serve taxpayers in more than 1,000+ offices, through our upload from home service, and online with our DIY tax software. Our dedicated team of Tax Experts use the latest in electronic...

  • Customer Onboarding Specialist

    1 day ago

    Calgary, Alberta, Canada JOBBER Full time

    Does your definition of success mean empowering others?Then Jobber might be the place for you We're looking for a Customer Onboarding Specialist to join our Success teamJobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service...

  • Customer Advocacy Specialist

    1 day ago

    Calgary, Alberta, Canada Superior Plus Propane Talent Acquisition Full time

    What we will offer you: Culture: Join a supportive and inclusive work environment where teamwork, respect, and open communication are at the core of everything we do.Opportunity: A continuous focus on professional development with many opportunities for training & career growth.Health & Wellness: Competitive health benefits right from the start including...

  • Senior Customer Service Representative

    1 day ago

    Calgary, Alberta, Canada Hood Packaging Corporation Full time

     SCOPE OF POSITIONThe Senior Customer Service Rep reports to the Plant Services Manager, Calgary Plastic Division and has functional responsibility for major and LTL accounts from order entry, updates and revisions through to shipping and delivery. This includes timely placement and managing of customer releases and production orders to prevent customer out...

  • Senior Customer Service Representative

    1 day ago

    Calgary, Alberta, Canada Hood Packaging Corporation Full time

    SCOPE OF POSITIONThe Senior Customer Service Rep reports to the Plant Services Manager, Calgary Plastic Division and has functional responsibility for major and LTL accounts from order entry, updates and revisions through to shipping and delivery. This includes timely placement and managing of customer releases and production orders to prevent customer out...

  • Sales Specialist

    7 days ago

    Calgary, Alberta, Canada Abacus Service Corporation Full time

    Position Summary:Job Title: Sales Support SpecialistDuration: Months Contract (Possible Full Time for right candidate)Location: Calgary Alberta T2P 3C5Job Description:Develop proposals; may negotiate with customers; ensure deals deliver shareholder value; drive competitive pricing.May include compiling and submitting required tender documentation.Handles...