Customer Service Representative

Job summary

The role acts as a primary liaison between customers and the company, managing inquiries, complaints, orders, and billing. It also involves administrative tasks such as scheduling service appointments, managing parts orders, and maintaining service records in company systems.

Job details

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. Thank you for applying!

What you’ll do

The role acts as a primary liaison between customers and the company, managing inquiries, complaints, orders, and billing. It also involves administrative tasks such as scheduling service appointments, managing parts orders, and maintaining service records in company systems.

Requirements

Candidates must have at least two years of customer service experience and a high school diploma or GED. Proficiency in computer software and strong troubleshooting, communication, and organizational skills are required.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Attention to detail · Preferred
• Microsoft Excel · Preferred
• Communication · Preferred
• Troubleshooting · Preferred
• Multitasking · Preferred
• Data entry · Preferred
• Microsoft Word · Preferred
• scheduling · Preferred
• Conflict Resolution · Preferred
• Salesforce · Preferred
• invoicing · Preferred
• Microsoft Outlook · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Troubleshooting
• Communication
• Multitasking
• Time management
• Attention to detail
• Conflict resolution
• Data entry
• Scheduling
• Invoicing
• Salesforce
• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Mechanical aptitude
• Performance Management
• Management
• English Language
• Troubleshooting (Problem Solving)
• Training And Development
• Prioritization
• Innovation
• Detail Oriented
• Accountability
• Sales
• Professionalism
• Customer Service
• Computer Literacy
• Call Center Experience
• Billing
• Mechanical Aptitude
• Field Service Management
• Customer Demand Planning
• Create Invoices

Job areas

• Customer Service & Support
• Manufacturing
• Administrative
• Trades
• Customer Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives