Careers

Department: Customer Admin

Reports To: Manager, Client Experience and Support

Summary

The Client Support Representative (CSR) provides professional and courteous service and resolves customer issues in a timely and efficient manner. The Customer Service Representative is responsible for serving customers via the telephone, e-mail and chat. The CSR is accountable for dealing with customer complaints, inquiries and processing transactions. The CSR provides positive company experiences to all customers.

Job Duties

• Provide superior customer service on the phone and email, always maintaining a friendly and professional demeanor.
• Review and confirm all details related to customer challenges (e.g., Invoice, customer, product, issue, manufacturer’s warranty, ext-warranty etc).
• Research and resolve customer problems, acting as the customer liaison between other departments when necessary.
• Resolve or escalate customer concerns related to parts needed, manufacturer’s involvement, back orders due to parts, or delivery challenges.
• Booking Service calls under manufactures warranty and extended warranty with accuracy and within expected time frame
• Create Tickets and take first action within Hubspot for all customer challenges (Within 7 days of delivery or installs)
• Follow Up on all open tickets in a timely manner until the matter is resolved.
• Take first action and follow up on all transportation tickets until resolved.
• Assist customers in getting an RA (Return Authorization) from the manufacturer should the appliance be malfunctioning, defective or unable to be serviced according to manufacturer’s service warranty.
• Assist a customer in obtaining compensation i.e., damage allowance or gift certificates if they are willing to keep the product.
• Assist customers in getting any missing parts or manuals upon delivery either through specified parts distributor or manufacturer.
• Complete paperwork for customer exchanges or returns (TG, Manufacturer & Comerco exchanges).
• Update tickets in HubSpot with all pertinent information and attach all supporting documentation (Include conversations with cx’s or anyone else
• Locate original orders including quotes and any packing slips should the customer claim they have received something in error.
• Locate authorized service centres, should one not be listed for a particular area within Ontario.
• Address all matters regarding BBB, Social Media, Legal and Insurance claims with professionalism and urgency (Includes escalation conversations in Hubspot)
• Manage, create and audit all Hubspot workflows, automation and reports
• Complete other assigned tasks as required.

Requirements

• Secondary School Diploma required.
• 2 years customer service experience in appliance industry an asset
• Strong Team player
• Strong customer service and troubleshooting skills.
• Ability to perform in an environment with frequent interruptions and short deadlines.
• Positive, friendly demeanour.
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
• Ability to effectively use investigative questions techniques to resolve problems.
• Attention to detail, and able to meet deadlines under time pressure.
• Able to effectively communicate both verbally and in writing.
• Able to work well under pressure.
• Able to deal with people sensitively, tactfully, diplomatically, and professionally always.
• Computer literate, including effective working skills of MS Word, Excel and e-mail.
• Proven data entry and typing skills.
• Professional appearance and manners

Skills required to do the job:

• Excellent interpersonal and organizational skills.
• Excellent written and verbal communication skills.
• Able to handle multi-tasking in a professional and organized environment.
• Above average level of accuracy and detail-oriented.