About the role
Durabuilt Windows & Doors is one of Western Canada’s largest manufacturers, proudly serving homeowners, builders, and retailers since 1988. Headquartered in Edmonton, we are recognized as one of Canada’s Best Managed Companies. We are a team of doers, thinkers, and problem-solvers who care deeply about our customers and each other. If you are passionate about meaningful work and building relationships with a trusted Canadian brand, you’ll find your place with us.
Position Overview
As a Customer Service Representative, you will act as a vital liaison between our customers and the company. This role is a 50/50 split between high-touch customer interaction and detailed administrative management.
Key Responsibilities
Customer Engagement (50%)
- Primary Contact: Act as the main point of contact for all service inquiries via email and phone.
- Problem Solving: Address warranty and non-warranty concerns, educating customers on solutions when possible.
- Sales Support: Create quotes for chargeable service items and manage payment collection.
- Collaboration: Partner with internal departments to ensure timely and professional resolution of all quality cases.
Service Administration (50%)
-
System Management: Utilize Salesforce, CX, and Field Service Lightning to manage the end-to-end service module.
-
Workflow Coordination: Administer service concerns from initial case creation to parts ordering and scheduling.
-
Scheduling: Coordinate service appointments for both pre- and post-possession customers.
-
Performance: Work with the CX Manager to monitor and manage outstanding work orders and job completion.
Qualifications
- Experience: 2+ years of customer service experience; call center experience is a definite asset.
- Technical Skills: Intermediate to advanced proficiency in MS Office (Outlook, Word, Excel, PowerPoint).
- Communication: Exceptional communication skills with the ability to handle and resolve escalated issues.
- Adaptability: High comfort level in a fast-paced, constantly changing environment with the ability to prioritize multiple deadlines.
- Education: High School Diploma or GED.
WHY JOIN DURABUILT?
We are committed to building with purpose:
INNOVATIVE – Join a team that continually seeks to improve and create value
ACCOUNTABLE – We stand behind our work, our people, and our brand
CARING – We genuinely support each other, our customers, and our communities
GROWTH-MINDED – We invest in your professional development and expect excellence
We believe in diversity, inclusion, and equal opportunity for all. We welcome applicants from every background, experience, and identity.
Thank you for your interest in joining Durabuilt Windows & Doors!
Thank you for applying!
XDMqh5tfGW
Not the right fit? Search for Customer Service Representative jobs in Edmonton, AB
About Durabuilt Windows & Doors
Durabuilt Windows & Doors’ story started over 35 years ago with a family of entrepreneurs and their dedicated team. Together they turned a small window and door shop into one of the largest privately held manufacturing companies in Western Canada. Hard work, dedication and above all else a customer-focused attitude, has shaped Durabuilt into the company it is today. Durabuilt celebrates hard work, innovation and business growth, all while maintaining a spot on Canada’s Best Managed Companies list since 2012.
It’s not just Durabuilt’s innovative mindset and design that places us on this list, it is also our people!
Our Core Values 30 Years Built On Values - Durabuilt values the importance of a positive employee experience and company brand. This is reflective in how we provide an exceptional experience to all our consumers, dealers, builders, and commercial clientele.
INNOVATIVE. Think ahead to stay ahead. Constant improvement. Small things matter.
DRIVER. Stay hungry and act with urgency. Think and move quickly.
OWNERSHIP. No excuses. 100% accountability. Act responsibly. Stay committed. Stay lean.
CARING. For employees, partners and community. Show respect and remain humble.
INDIVIDUAL. We work with great people and expect a lot from them. We challenge each others ideas openly. We value diversity in people and ideas.
Durabuilt understands that our employees are the key to our 30 year success and know it is our talent that will support future growth!
We are confident that as part of the Durabuilt family, you will discover an organization that believes in teamwork, accountability, and growth. In return, we are committed to providing you with an opportunity to share your skills and strengthen your core competencies.
Similar Jobs
About the role
Durabuilt Windows & Doors is one of Western Canada’s largest manufacturers, proudly serving homeowners, builders, and retailers since 1988. Headquartered in Edmonton, we are recognized as one of Canada’s Best Managed Companies. We are a team of doers, thinkers, and problem-solvers who care deeply about our customers and each other. If you are passionate about meaningful work and building relationships with a trusted Canadian brand, you’ll find your place with us.
Position Overview
As a Customer Service Representative, you will act as a vital liaison between our customers and the company. This role is a 50/50 split between high-touch customer interaction and detailed administrative management.
Key Responsibilities
Customer Engagement (50%)
- Primary Contact: Act as the main point of contact for all service inquiries via email and phone.
- Problem Solving: Address warranty and non-warranty concerns, educating customers on solutions when possible.
- Sales Support: Create quotes for chargeable service items and manage payment collection.
- Collaboration: Partner with internal departments to ensure timely and professional resolution of all quality cases.
Service Administration (50%)
-
System Management: Utilize Salesforce, CX, and Field Service Lightning to manage the end-to-end service module.
-
Workflow Coordination: Administer service concerns from initial case creation to parts ordering and scheduling.
-
Scheduling: Coordinate service appointments for both pre- and post-possession customers.
-
Performance: Work with the CX Manager to monitor and manage outstanding work orders and job completion.
Qualifications
- Experience: 2+ years of customer service experience; call center experience is a definite asset.
- Technical Skills: Intermediate to advanced proficiency in MS Office (Outlook, Word, Excel, PowerPoint).
- Communication: Exceptional communication skills with the ability to handle and resolve escalated issues.
- Adaptability: High comfort level in a fast-paced, constantly changing environment with the ability to prioritize multiple deadlines.
- Education: High School Diploma or GED.
WHY JOIN DURABUILT?
We are committed to building with purpose:
INNOVATIVE – Join a team that continually seeks to improve and create value
ACCOUNTABLE – We stand behind our work, our people, and our brand
CARING – We genuinely support each other, our customers, and our communities
GROWTH-MINDED – We invest in your professional development and expect excellence
We believe in diversity, inclusion, and equal opportunity for all. We welcome applicants from every background, experience, and identity.
Thank you for your interest in joining Durabuilt Windows & Doors!
Thank you for applying!
XDMqh5tfGW
Not the right fit? Search for Customer Service Representative jobs in Edmonton, AB
About Durabuilt Windows & Doors
Durabuilt Windows & Doors’ story started over 35 years ago with a family of entrepreneurs and their dedicated team. Together they turned a small window and door shop into one of the largest privately held manufacturing companies in Western Canada. Hard work, dedication and above all else a customer-focused attitude, has shaped Durabuilt into the company it is today. Durabuilt celebrates hard work, innovation and business growth, all while maintaining a spot on Canada’s Best Managed Companies list since 2012.
It’s not just Durabuilt’s innovative mindset and design that places us on this list, it is also our people!
Our Core Values 30 Years Built On Values - Durabuilt values the importance of a positive employee experience and company brand. This is reflective in how we provide an exceptional experience to all our consumers, dealers, builders, and commercial clientele.
INNOVATIVE. Think ahead to stay ahead. Constant improvement. Small things matter.
DRIVER. Stay hungry and act with urgency. Think and move quickly.
OWNERSHIP. No excuses. 100% accountability. Act responsibly. Stay committed. Stay lean.
CARING. For employees, partners and community. Show respect and remain humble.
INDIVIDUAL. We work with great people and expect a lot from them. We challenge each others ideas openly. We value diversity in people and ideas.
Durabuilt understands that our employees are the key to our 30 year success and know it is our talent that will support future growth!
We are confident that as part of the Durabuilt family, you will discover an organization that believes in teamwork, accountability, and growth. In return, we are committed to providing you with an opportunity to share your skills and strengthen your core competencies.