Customer Service Professional

3 weeks ago

Edmonton, Canada All Weather Windows Full time

I’m ready. I want a challenge. I want the chance to work in a successful company who lives their corporate values. I’m ready to make my mark.

Are you ready?

Founded in 1978 and headquartered in Edmonton, Alberta, All Weather Windows Ltd. (AWW) is a dynamic leader in the window and door industry in Canada. Operations include two manufacturing plants located in Edmonton and Customer Solution Centres located in Langley, Edmonton, Calgary, Lethbridge, Red Deer, Saskatoon, Regina, and Winnipeg.

We are currently recruiting for a Customer Service Professional to join our Edmonton Customer Solutions Center for a 1-year Maternity Leave contract. This individual is responsible for serving customers in person, online and via telephone to assess and fulfill their service needs to the highest standards of satisfaction. The Customer Service Professional is accountable for determining the customer needs, complaints, inquires and processing transactions. The Customer Service Professional, as a brand ambassador, provides positive brand experience to all customers. They will interact with customers to provide information in response to inquiries about products and services and handles and resolves complaints. As a Customer Service Professional, you will become an expert at providing our current and potential customers with the best service. You will listen to them, understand their needs and communicate – in the most simple and easy to understand terms – the available choices and related services. 

The Ideal Candidate will understand that upholding strong relationships with our customers is the key to the success for our organization. Their ability to demonstrate service that is second to none will be critical as this role acts as an overall representative of the organization. The right candidate would consider themselves to be highly detail orientated, analytical and strong at building and maintaining relationships. At All Weather Windows we work together to provide an outstanding customer experience, so your team spirit and talent for getting things done will help you find success in this role.

In this position, you will be responsible for:

Communicates with customers including contractors, dealers or home owners as well as assigned sales entrepreneurs to ensure all parties are provided with accurate information:

Confirms customer requirements for service and other information (sales & customer) Address and clarify any customer concerns quickly and efficiently on a wide variety of matters such as installation of wrong product, status of credit, concerns regarding damage done by installer, etc. Communicate with customers and sales regarding service concerns, complaints, and product inquiries.

Completes all paperwork in an accurate and timely manner and to meet divisional standards including processing orders and creating sales quotes by:

Proofreads sales & service orders for completeness and any anomalies or errors Tracks and expedites orders Creates RMA’s (Return Merchandise Authorization) for the control of product returns and completes credits and repair orders. Enters data and edits orders Ensures any special requirements for installations are ordered

Provides administrative support for sales by:

Calling customers for final payment and making arrangements Assisting with A/R clean up Assisting co-workers with workload Discussing service requirements

Quoting chargeable service work parts and labour

Schedules installations and books Service Technicians by:

Confirms Service Technicians time requirements so that adequate time is booked for each job. Looks for opportunities to maximize a complete and full schedule for Service Technicians. Confers with other sales desk personnel on availability of service crews and jobs. Enters jobs using online schedule. Confirms and communicates schedule with customers. Ensures all product is available

Other duties as required

Primary Qualifications Required:

Handles complex inquiries independently, utilizing strong listening and problem-solving skills. Works effectively with people, maintaining pleasant telephone manner. Thrives in a busy environment. Conducts research and analysis to determine the root of problems. Strong attention to detail, organizational skills, and the desire for continuous learning is needed to meet the expectations of this role. Assumes ownership of the position and accountability for information relayed. Demonstrates advanced customer service skills on a daily basis. Minimum Grade 12 education Strong customer service background (3 – 5 years) Proficient computer skills Excellent time management skills Ability to communicate professionally and courteously Sales and/or building construction experience would be an asset

An exceptional company is founded upon exceptional people. At All Weather Windows, we invest in our people and are always looking for new opportunities for our employees to grow alongside our business, working together as part of a team to achieve success. We’ve been continually recognized by our attention to employee satisfaction and, as a result, the commitment and hard work of our employees has been acknowledged through awards and media recognition. If you embrace variety and change and are looking for a growth environment favouring the development of competencies, then come join us

At All Weather Windows, we continuously work together to build and promote an inclusive environment that attracts talented individuals and shows our commitment to celebrate and promote diversity. Our dedication to diversity, equity and inclusion means that whatever the visible or invisible differences, we are fostering an environment where everyone has equal opportunity to bring their best selves to work, to be heard and be valued. We believe that our differences are what make us great. If you believe this role is the right next step for you, regardless of the criteria we’ve listed, we encourage you to apply.

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