Scheduler

Description

Use standard office equipment such as laptop computers and smartphones.

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.

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

Requirements

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

Benefits

Customer Service 50%

Flexible schedule, occasional weekend work.

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

Training + Development

Interview process

Visa Sponsorship

Security clearance