Customer Service Representative

Durabuilt Windows & Doors•Calgary, AB

About The Position

Act as a liaison between customers and the company. Assist with complaints, orders, errors, account questions, billing, cancellations, and other inquiries. This role is with one of Western Canada’s largest window and door manufacturers, established in 1988 and headquartered in Edmonton, Alberta. The company is recognized as one of Canada’s Best Managed Companies due to its innovative manufacturing, design, and its people.

Requirements

High School Diploma OR GED.
2+ years’ customer service experience.
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

Nice To Haves

Call center experience is an asset.
Equivalent experience will be considered.

Responsibilities

Act as the main point of contact for all customer service inquiries.
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.
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.