Customer Service Representative

3 days ago

Edmonton AB TL H, Canada DSL Ltd. Full time

About DSL

At DSL, our purpose is creating moments of joy, one serving at a time. Representing world-class brand partners Taylor, Henny Penny & Franke Coffee Systems, DSL is the largest Canadian supplier of premium food service equipment, and the exclusive factory-authorized service provider for the equipment we sell.

At our core, we believe in doing right by our customers, finding the best solutions to fit their needs, being creative and innovative, working hard, and having fun along the way.

Are you looking to grow with a company with over a century of unmatched quality, expertise, and after-sales support? We want to hear from you

Why Join Our Team?

  • Competitive wage
  • Health benefits (After 3 Months probation)
  • Health Spending Account (Flex Spending Account or Health Spending Account) *
  • 3 weeks paid vacation
  • Strong company culture & core values
  • RRSP matching program*
  • Education support
  • Opportunity for advancement

*Applicable once eligibility requirements are met

Position Summary:

Reporting to the Customer Service Supervisor, this position is responsible for working in a multi-channel environment and providing an exceptional level of customer service, communicating professionally with all customers, vendors and staff and supporting and executing projects and reporting.

What you'll do:

  • Monitoring customer request websites to ensure they are responded to within customer parameters.
  • Creation of service or parts orders as required.
  • Dispatching as required
  • Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
  • Follow up on outstanding issues; ensuring customers are updated as required.
  • Perform basic telephone troubleshooting
  • Effectively deal with job stress, angry callers, and upset customers- Maintain key performance metrics and Customer billing and inquiries
  • Sell additional services and products by recognizing opportunities to up-sell accounts
  • Make outbound calls to follow up and or update on service requested, and gather customer feedback
  • Participate in individual and team coaching sessions to ensure quality service is provided.
  • Other projects as required.

What you'll need:

  • Minimum High School Diploma
  • Completion of a post-secondary education as an asset
  • Previous experience in the restaurant industry and a strong customer service background are considered assets
  • Ability to listen attentively, ask probing questions, and to use information provided by customers to tailor responses and actions to meet the customers' specific needs
  • Excellent interpersonal, written, and oral communication skills
  • Ability to exercise flexibility, initiative, good judgment and discretion
  • Ability to multitask in a fast-paced environment
  • Detail oriented, accuracy, and timeliness

Possess excellent problem-solving skills

  • Ability to learn and navigate new software quickly

Learn more about us at . To apply, submit your resume & cover letter to with the position title included in the subject line to .COM. We thank all applicants for their interest, only those selected for an interview will be contacted

Job Types: Full-time, Permanent

Expected hours: 35 – 40 per week

Benefits:

  • Dental care
  • Extended health care
  • On-site parking
  • Paid time off
  • RRSP match
  • Vision care

Work Location: In person

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