Primary Role

The Senior Customer Service Specialist is responsible for managing all customer communication from the initial inquiry (email or phone call 1-855) 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!