Customer Service Representative

Cornerstone Building Brands•Calgary, AB

21d•Onsite

About The Position

Ply Gem Canada is seeking a highly motivated Customer Service Representative to join our customer service team. Reporting to the Customer Service Supervisor, the Customer Service Representative is responsible for providing customer support and maintaining positive customer relations while responding to problems and inquiries. Additionally, this successful candidate will work towards maintaining productive working relationships with internal and external customers and coordinating all aspects of siding, allied, and promotional orders from receipt to delivery.

Requirements

Grade 12 diploma or equivalent
Minimum of one (1) year of customer service experience required
Typing speed of at least 40 words per minute
Strong attention to detail
Excellent verbal and written communication skills
Ability to communicate professionally and effectively with customers and internal teams
Strong problem-solving skills and organizational abilities

Nice To Haves

Industry experience and warranty experience are considered strong assets

Responsibilities

Communicate with customers through email, phone and in person responding to queries in a professional manner, asking the necessary questions required to ensure the correct product and or issue has been identified.
Represent the warranties and charging policies of Ply Gem Canada for the service being requested, clearly communicating any charges, and those payments due upon the arrival of our Field Technician’s arrival.
Enter all the data into AccuQuote (Ply Gem software) ensuring complete and accurate information. clearly documenting all service issues on the service order pertaining to the service work that is to be done.
Ensure accuracy of all parts entered. Request/process payment prior to ordering for all chargeable service if account does not have credit terms.
Clearly enter all notes provided by service technicians while on site. Process paperwork to completion. Reorder parts if necessary.
Effectively communicate with customers through email, portals, phone, text and in person based on account requirements. Work well with internal customers including sales, dispatch, production control and distribution when required.
Have an excellent level of knowledge of product specifications and you have the ability to think clearly and quickly and make decisions based upon your knowledge.
Thorough communication with other interdependent departments, represent Service in meetings, review and conform to the corporate and departmental operating procedures. Maintain and create Department Operating Procedures, call and confirm access for builders and homeowners.
Strong work ethic and positive team attitude.
Other duties as required