Customer Service Representative
About The Position
Critical Environment Technologies (CET) is seeking a highly organized, customer-focused Customer Service Representative to support both their Customer Success and Field Service operations in Delta, BC. This is a full-time, in-office role. The primary objective of this position is to continuously improve customer service and deliver the best possible experience. The role involves supporting customer communication, coordinating field service activities, maintaining operational documentation, and helping to improve internal processes. The representative will work closely with the Customer Success and Service teams to ensure smooth request handling, reliable service delivery, and excellent customer support. Additionally, this role will provide backup support for the Field Service Coordinator, assisting with scheduling, service coordination, and customer communication. There is potential for this role to expand to include additional responsibilities within Customer Success or Service Operations over time.
Requirements
- 1-3 years of 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.
- High school diploma or equivalent.
- 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.
Nice To Haves
- Associate's or bachelor's degree in business, communications, or a related field.
- Experience with Microsoft Business Central.
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.
Benefits
- Comprehensive health, dental, vision, and wellness benefits
- Paid sick days
- Eligibility to participate in quarterly bonus plan
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1-10 employees
