Customer Experience Representative - Contact Centre

If you thrive in a team-oriented workplace that challenges your skills, drives your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs, join the Ainsworth team today!

We are excited that you stopped and are reading our job description and hope you will apply.

At Ainsworth, our customers are our top priority. As Customer Experience Representatives (CER’s), you will believe in high-quality customer experiences. Using phone calls and emails as your everyday working tools, you will be there to listen, support, and problem-solve our Ainsworth clients' requests. We are looking for candidates who enjoy a challenging workday and who love helping customers.

Are you someone who cares about people? Do you like to problem-solve and come up with effective solutions for clients? How about building new skills and taking on a challenge? If so, we would love to hear from you.

Responsibilities

1. Receive calls or emails requests from clients for various reasons related to service or daily operations of their sites.
2. Respond efficiently and accurately to callers, explaining possible solutions and ensuring that clients feel supported and valued.
3. Engage in active listening with callers, confirming or clarifying information.
4. Develop and maintain an understanding and working knowledge of our Remote Building Automation Alarms (RBAS) with an emphasis on triaging and acting upon remote monitoring system alarms.
5. Create and complete work order requests on all incoming calls and email requests.
6. Manage work order requests and close outs from client platforms to ensure SLA requirements are met.
7. Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner.
8. Monitor the SLA commitments on all work orders and if the SLA is at risk or will not be achieved, raise the issue with the appropriate department.
9. Adhere to the Company’s Quality System operating procedures.
10. Perform other duties as assigned by Management.

Qualifications

1. 1-3 years of previous experience in a customer service/support role.
2. College/university graduate or equivalent work experience.
3. Professional, self-starter with the ability to assume additional responsibilities and work flexible hours as required.
4. Exceptional customer service, active listening, verbal and written communication skills, and a professional phone voice.
5. Understanding of company products, services, and policies.
6. Proficiency with computers, especially with CRM software, and strong typing skills.
7. Ability to ask probing questions and diffuse tense situations.
8. Experience working in HVAC/Building Automation industry or a related field is an asset.
9. Must be available to attend and successfully complete a two (2) week full-time paid training program.
10. Language - English / French is an asset.

Availability:

Available to work morning, afternoon, and rotational weekend shifts (Saturday).

Why work at Ainsworth (a GDI company)?

Ainsworth (a GDI company) is growing at an unprecedented rate and to help attract and retain top talent, we provide benefits on your first day with us. We offer a wide variety of benefits including the following:

Benefits:

Comprehensive health, dental and medical benefits, including wellness supports, RSP matching, and generous vacation.

Rewards:

Service milestones and peer recognition plus Employee Discounts and Incentives.

Flexibility:

Hybrid working models, where applicable.

Diversity:

An inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within the company.

While we appreciate all the applications we receive, we advise that only candidates under consideration will be contacted.

Ainsworth is committed to building a diverse and inclusive workplace. Qualified designated group members are encouraged to apply as any reasonable accommodation of qualifications will be considered as per our Accommodation Policy, available upon request.

Ainsworth is an integrated multi-trade company, offering end-to-end services and solutions for all asset maintenance and refurbishment requirements of our customers. We are continually striving to create better and more advanced products as well as provide the highest quality service. We are rapidly growing and need talented professionals to help drive our vision at becoming the best multi-trade company in the country! Join us…. Make a difference.