Customer Service Representative/Receptionist

Customer Service Representative

Job Summary

The Customer Service Representative will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The Customer Service Representative will be responsible for the proper care and maintenance of our customers’ accounts. The Customer Service Representative will also be responsible for the proper communication between Dows Climatecare and our customers.

Responsibilities

1. Manage large amounts of incoming calls, emails, and chats
2. Communicate with the existing team
3. Identify and assess customers’ needs to achieve satisfaction
4. Draft and transmit service reminders and promotions to customers
5. Book service and sales appointments with customers and communicate to the service dispatcher
6. Greet walk-in customers and take payments for work performed
7. Build sustainable relationships and trust with customer accounts through open and interactive communication
8. Provide accurate, valid, and complete information by using the right methods/tools
9. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
10. Keep records of customer interactions, process customer accounts and file documents
11. Follow communication procedures, guidelines, and policies
12. Take the extra mile to engage customers

Qualifications/Skills/Abilities

1. Proven customer support experience or experience as a client service representative
2. Strong phone contact handling skills and active listening
3. Familiarity with computers, Excel, Word, etc. a must
4. Service Titan software (we will train)
5. Customer orientation and ability to adapt/respond to different types of characters
6. Excellent communication and presentation skills a must!

Job Type: Part-time

Pay: $19.00-$25.00 per hour

Expected hours: 25 per week

Additional pay:

1. Bonus pay
2. Overtime pay

Benefits:

1. Casual dress
2. Company events
3. On-site parking
4. Paid time off
5. Store discount

Flexible language requirement:

1. French not required

Schedule:

1. Monday to Friday

Education:

1. Secondary School (preferred)

Experience:

1. Call center: 1 year (preferred)
2. Customer service: 1 year (preferred)

Work Location: In person