Customer Experience Representative

Ainsworth Inc • Edmonton, AB

4d • Hybrid

About The Position

At GDI Ainsworth, our customers are our top priority. As Customer Experience Representatives (CER’s) you will believe in high-quality customer experiences. Using phone calls and emails as your everyday working tools, you will be there to listen, support and problem solve our GDI Ainsworth clients requests. We are looking for candidates who enjoy a challenging workday and who love helping customers.

Requirements

• 1-3 years of previous experience in a customer service/support role preferably within a service industry
• College/university graduate or equivalent work experience
• Professional, self-starter with the ability to assume additional responsibilities and work flexible hours as required
• Exceptional customer service, active listening, verbal and written communication skills, professional phone voice.
• Understanding of company products, services, and policies.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Ability to ask prying questions and diffuse tense situations.
• Must be available to attend and successfully complete a two (2) week full-time paid training program.

Nice To Haves

• Experience working in HVAC/Building Automation industry or a related field is an asset.

Responsibilities

• Receive calls or emails requests from clients for various reasons related to service or daily operations of their sites.
• Responding efficiently and accurately to caller, explaining possible solutions and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information.
• Develop and maintain an understanding and working knowledge of our Remote Building Automation Alarms (RBAS) with an emphasis on triaging and acting upon remote monitoring system alarms.
• Create and complete work order requests on all incoming calls and email requests.
• Manage Work Order requests, close outs from client platforms to ensure SLA requirements are met.
• Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner.
• The CER is to monitor the SLA commitments on all work orders and if the SLA is at risk or will not be achieved, they will raise the issue with the appropriate department.
• Adhere to the Company’s Quality System operating procedures.
• Perform other duties as assigned by Management.

Benefits

• Comprehensive health, dental and medical benefits, including wellness supports
• RSP matching
• Generous vacation
• Service milestones and peer recognition
• Employee Discounts and Incentives
• Hybrid working models, where applicable
• An inclusive organization that embraces diversity and belonging
• Work in a great team atmosphere with future potential for promotion within company

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree