Customer Service Representative

Durabuilt Windows & Doors•Edmonton, AB

4d•Onsite

About The Position

As a Customer Service Representative, you will act as a vital liaison between our customers and the company. This role is a 50/50 split between high-touch customer interaction and detailed administrative management.

Requirements

2+ years of customer service experience; call center experience is a definite asset.
Intermediate to advanced proficiency in MS Office (Outlook, Word, Excel, PowerPoint).
Exceptional communication skills with the ability to handle and resolve escalated issues.
High comfort level in a fast-paced, constantly changing environment with the ability to prioritize multiple deadlines.
High School Diploma or GED.

Nice To Haves

call center experience is a definite asset.

Responsibilities

Act as the main point of contact for all service inquiries via email and phone.
Address warranty and non-warranty concerns, educating customers on solutions when possible.
Create quotes for chargeable service items and manage payment collection.
Partner with internal departments to ensure timely and professional resolution of all quality cases.
Utilize Salesforce, CX, and Field Service Lightning to manage the end-to-end service module.
Administer service concerns from initial case creation to parts ordering and scheduling.
Coordinate service appointments for both pre- and post-possession customers.
Work with the CX Manager to monitor and manage outstanding work orders and job completion.