Customer Service Representative

Critical Environment Technologies Canada Inc.•Delta, BC

32d•Onsite

About The Position

As the largest independent commercial gas detection manufacturer in North America, Critical Environment Technologies (CET) designs, manufactures & services of gas detection and indoor air quality systems. Our mission 'Safer Air Everywhere' has never been more important and drives our world-class team to do amazing work. Our products can be found in all US States & Canadian Provinces and in more than 20 countries globally. Our devices are installed in commercial HVAC, institutional, municipal, and industrial applications including parking facilities, refrigeration plants, commercial swimming pools, water purification plants, arenas, wineries, breweries, wastewater treatment plans & cannabis production facilities. Ongoing R&D ensures that CET’s equipment is at the leading edge of a quickly evolving space and that we have a strong commitment to customer satisfaction, safety, and environmental protection. Our small, collaborative team is passionate about our mission. Our culture is shaped by five simple values: staying curious, giving a sht about our work and each other, getting things done, maintaining a positive attitude, and acting with integrity. That means asking questions, learning continuously, showing up for our teammates and customers, and following through on what we start. We take our work seriously, but we also believe a respectful, supportive environment is what allows great work to happen.

Requirements

1-3 yrs experience in a customer service role
Collaborative attitude, able to work effectively within a team and across departments
Strong communication skills, both written and verbal
Strong customer service orientation with a genuine desire to assist customers and exceed their expectations
Demonstrated ability to manage multiple tasks and priorities while maintaining attention to detail
Ability to deal with people tactfully, diplomatically, and professionally at all times
Proficiency with Microsoft Outlook, Excel, and Word
Strong keyboarding skills with the ability to type quickly and accurately (minimum 50–60 WPM preferred)
Experience maintaining customer records and documentation systems
Experience working with CRM or ERP systems; Microsoft Business Central is a plus

Nice To Haves

Associate's or bachelor's degree in business, communications, or a related field is a plus

Responsibilities

Deliver an exceptional customer experience and serve as a primary point of contact for customer inquiries
Follow up on customer requests to ensure timely resolution and closure
Respond promptly and professionally to customer requests via phone and email, providing accurate information
Maintain a friendly, empathetic communication style that leaves a positive and professional impression on customers
Collaborate closely with internal teams to ensure customer requests are directed to the appropriate departments, such as technical support, sales, or field service
Assist with order entry and service coordination when required, ensuring accurate and efficient processing
Assist with new dealer onboarding activities
Document and maintain core customer success processes and Standard Operating Procedures (SOPs)
Identify opportunities to improve customer workflows and operational processes
Provide support and backup coverage for the Field Service Coordinator position
Assist with scheduling technicians, confirming customer appointments, and coordinating service activities
Serve as a communication link between customers, field technicians, and internal teams when supporting service activities
Assist with service quoting, documentation, and invoicing as required
Triage incoming service requests and route them to appropriate technical resources, ensuring timely resolution