Customer Service Representative

Customer Service Representative

Founded in 1991, the Mircom Group of Companies is North America’s largest independent designer, manufacturer and distributor of intelligent building and life safety solutions. Reaching customers in over 100 countries worldwide, our portfolio includes: fire detection & alarm, communications & security, mass notification, nurse call, and building automation & smart technologies.

Mircom’s mission is to save lives and protect property by providing a line-up of innovative and advanced solutions which are scalable to satisfy diverse user demands, from small buildings to the largest complexes. Our unwavering commitment to North American manufacturing enables us to offer the highest quality and best competitive value across our vast range of products and solutions.

Summary:

The Customer Service Representative will interact with Mircom’s customers to address inquiries regarding products and services, while maintaining the highest level of customer satisfaction. This is an in-office role located at our Head Office in Vaughan.

Key Responsibilities:

• Handle incoming customer requests professionally, ensuring prompt and thorough issue resolution while providing quality service and support in various areas including billing, print orders, and basic technical support.
• Efficiently gather customer information, fulfill their needs, educate when applicable to prevent future contacts, and document interactions through contact tracking.
• Maintain a balance between company policy and customer benefit in decision making, ensuring issues are handled in the best interest of both parties.
• Continuously seek process improvements to enhance the customer experience.
• Compile and generate reports related to customer service.
• Serve as a knowledgeable resource for customers, providing detailed information about our products and services, and facilitating account openings with ease.
• Act as the company's ambassador, advocating for customer needs and collaborating closely with the Customer Care Manager to ensure consistent service excellence.
• Provide customer assistance with stock checks and product support.
• Review and release orders from the logistics queue when required.
• Engage in continuous professional development through ongoing product and customer service training, and embrace any additional responsibilities as directed by management.

Requirements and Skills:

• Ability to work from Monday to Friday in office located in Vaughan from 9:30am – 6:00pm with occasional overtime and holidays.
• 2+ years of experience in a customer service or help desk capacity.
• Post-secondary education preferred.
• Strong commitment to customer satisfaction, demonstrated through a passion for excellence in customer care.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Has a pleasant, patient and friendly attitude.
• Ability to handle complaints, difficult customers, and make sound decisions.
• Excellent organizational, problem-solving, time management, and attention to detail.
• Strong work ethic, team player mentality, and accountability to customers and colleagues.
• Experience in the fire protection, communications and/or security industry would be an asset.
• Microsoft Dynamics AX experience is an asset.

What Mircom Offers:

• A great working environment
• Competitive salary
• Group insurance benefits
• Company RRSP program

We would like to thank all applicants for their interest in this position however only those selected for interviews will be contacted.