Scheduler

Description

As a Customer Service Representative, you play a key role in curating the customer experience. You will always provide exceptional customer service and take ownership of administrative support to our Service Department. You will maintain accurate and timely data entry and assist customers with various service warranty and non-warranty concerns.

Operate primarily in an office environment.

Use standard office equipment such as laptop computers and smartphones.

• Work with accounts department to create invoices upon job completion.
• Take payment information and other pertinent information such as address and phone numbers.
• Interact with CX Manager with performance management of all outstanding service work orders.
• Create quotes for chargeable service items and collect payments.
• Participate in training and development activities to expand product/industry knowledge.
• Differentiate service issues into chargeable warranty and non-warranty items.
• Collaborate with internal business partners and departments.
• Act as the main point of contact for all customer service inquires.
• Provide support to service as required by customer demand.
• Address customer and team member communication in a timely and professional manner.
• Address customer and homeowner warranty and non-warranty questions and concerns daily via email, phone, and Connect You.
• Handle changes in policies or renewals.
• Document quality cases and ensure resolution with Corporate Business Units.
• Administration of service concerns from cases, to order creation, to ordering of parts, scheduling, and management of Service Module.
• Educate customers in solving service concerns over the phone when possible.
• Compile reports on overall customer satisfaction.
• Manage and develop chargeable service opportunities.
• Responsible for scheduling service appointments pre- and post-possession.

Requirements

• Strong attention to detail and follow up skills to ensure information is complete and accurate.
• Intermediate to advanced proficiency in computer skills in Outlook, MS Office (Word, Excel), CRM.
• Experience working with diverse cultures and a varied workforce.
• Ability to work independently, require little day-to-day oversight and work as part of a team.
• Proactive and able to assimilate new information quickly.
• Ability to multitask, organize your time, meet multiple deadlines, and assimilate new information quickly.
• Troubleshooting abilities to analyze problems and provide solutions.
• High School Diploma or equivalent.
• Communicate effectively in English both verbal and written.
• Call Center experience an asset.
• Equivalent experience will be considered.
• The ability to handle and resolve escalated inquiries and issues.
• Experience in the Constructions or Building Supplies industries.
• 2+ years’ customer service experience.
• Knowledge on Sales Force / CX / Field Service Lightning processes and systems to support service.

Benefits

Customer Service 50%

Flexible schedule, occasional weekend work.

• Employee assistance program
• On-site parking
• High comfort level working in a fast-paced team environment that is constantly changing.
• Extended health care
• Vision care
• Dental care

Training + Development

Interview process

Visa Sponsorship

Security clearance