Customer Service Representative - Bilingual
Top Benefits
About the role
Working at Walker
At Walker, your contribution matters. Become part of a team you can count on and where your health and safety are our priority. Our team of more than 1200 people work in environmental waste management and recovery, renewable energy, paving and construction, aggregates, and emulsions chemistries. We are a fifth-generation, family-owned company founded in 1887, operating from our base in the Niagara Region with facilities across Canada and the United States. We care about the environment, each other, and our neighbours, and give back to our communities. Join us on our journey to build a sustainable future, together.
About the Job
Reporting directly to the Bilingual - Customer Service Supervisor, you are responsible for all customer service-related processes to meet and exceed customer expectations and maintain efficient and effective delivery of services.
What You’ll Be Doing
- Receive and respond to inbound phone calls.
- Outbound calls – Customer related campaigns.
- Investigate, resolve and evaluate customer concerns and queries via telephone or email in a professional and service-oriented manner.
- Ensure service-related issues are responded to in a timely manner.
- Follow up on first services.
- Be available to the service technicians to ensure their day / schedule is progressing as planned.
- One – Touch routes to ensure efficiency 24 hours prior to dispatch.
- Provide start times to service technicians.
- Relay work orders, messages, and information to the technicians.
- Inform customers of upcoming services and direct calls to sales team as required.
- Proactively follow-up daily on incomplete work and quickly resolve issue with the customer and technician to ensure work is completed.
- Ensure all communications are recorded accurately in CRM system.
- Quarterly ride along required with service technicians to increase knowledge of service offerings and processes.
Here’s What You Need
- Fluent in English and French required.
- High school graduation or equivalent, post-secondary education an asset.
- 2-5 years of customer service and leadership experience.
- Experience executing sales orders within an Accounting or Business Systems program is preferred but not mandatory.
- Initiative and ownership with strong judgement to identify and resolve problems.
- Demonstrated ability to pay close attention to detail, ensuring work is completed correctly and thoroughly.
- Able to work under direction but also to take discretionary action under special circumstances
What’s in it for you
- You become part of a team you can count on
- A comprehensive total rewards package and benefits to support your wellbeing
- Leaders who support your growth and success
- A workplace that provides the best health & safety practices in industry Give back to your community with two paid volunteer days annually and opportunities to become involved in events.
At Walker, your contribution matters. If you share our commitment to giving back to your community and caring about the environment we’d love to hear from you. Our workplaces strive to reflect the diversity of the communities in which we operate. We welcome applications from qualified candidates of all ethnicities, race, religions, gender identities and expression, Indigenous communities, and persons with disabilities.
Should you require any accommodation in applying for this role, or throughout the interview process, please let us know when contacted and we will work with you to meet your needs. We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
About WALKER INDUSTRIES
Walker is the product of strong family heritage, driven by the rich and diverse history of the businesses it has developed, grown and acquired over the past century. Passed down through five generations of the Walker family, the company has remained committed to doing the right thing for employees, customers, the environment and the communities we are proud to call home.
Customer Service Representative - Bilingual
Top Benefits
About the role
Working at Walker
At Walker, your contribution matters. Become part of a team you can count on and where your health and safety are our priority. Our team of more than 1200 people work in environmental waste management and recovery, renewable energy, paving and construction, aggregates, and emulsions chemistries. We are a fifth-generation, family-owned company founded in 1887, operating from our base in the Niagara Region with facilities across Canada and the United States. We care about the environment, each other, and our neighbours, and give back to our communities. Join us on our journey to build a sustainable future, together.
About the Job
Reporting directly to the Bilingual - Customer Service Supervisor, you are responsible for all customer service-related processes to meet and exceed customer expectations and maintain efficient and effective delivery of services.
What You’ll Be Doing
- Receive and respond to inbound phone calls.
- Outbound calls – Customer related campaigns.
- Investigate, resolve and evaluate customer concerns and queries via telephone or email in a professional and service-oriented manner.
- Ensure service-related issues are responded to in a timely manner.
- Follow up on first services.
- Be available to the service technicians to ensure their day / schedule is progressing as planned.
- One – Touch routes to ensure efficiency 24 hours prior to dispatch.
- Provide start times to service technicians.
- Relay work orders, messages, and information to the technicians.
- Inform customers of upcoming services and direct calls to sales team as required.
- Proactively follow-up daily on incomplete work and quickly resolve issue with the customer and technician to ensure work is completed.
- Ensure all communications are recorded accurately in CRM system.
- Quarterly ride along required with service technicians to increase knowledge of service offerings and processes.
Here’s What You Need
- Fluent in English and French required.
- High school graduation or equivalent, post-secondary education an asset.
- 2-5 years of customer service and leadership experience.
- Experience executing sales orders within an Accounting or Business Systems program is preferred but not mandatory.
- Initiative and ownership with strong judgement to identify and resolve problems.
- Demonstrated ability to pay close attention to detail, ensuring work is completed correctly and thoroughly.
- Able to work under direction but also to take discretionary action under special circumstances
What’s in it for you
- You become part of a team you can count on
- A comprehensive total rewards package and benefits to support your wellbeing
- Leaders who support your growth and success
- A workplace that provides the best health & safety practices in industry Give back to your community with two paid volunteer days annually and opportunities to become involved in events.
At Walker, your contribution matters. If you share our commitment to giving back to your community and caring about the environment we’d love to hear from you. Our workplaces strive to reflect the diversity of the communities in which we operate. We welcome applications from qualified candidates of all ethnicities, race, religions, gender identities and expression, Indigenous communities, and persons with disabilities.
Should you require any accommodation in applying for this role, or throughout the interview process, please let us know when contacted and we will work with you to meet your needs. We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
About WALKER INDUSTRIES
Walker is the product of strong family heritage, driven by the rich and diverse history of the businesses it has developed, grown and acquired over the past century. Passed down through five generations of the Walker family, the company has remained committed to doing the right thing for employees, customers, the environment and the communities we are proud to call home.