Job Description

With over 25 years of experience, EDSS Sanitation Solutions is one of the leading providers of food plant sanitation services to food manufacturing facilities. We understand how critical food plant sanitation is to the success of your operation so we take contract cleaning quality and safety very seriously.

We handle every detail of your sanitation program; from on-site management of nightly cleaning crews to managing and maintaining all appropriate documentation necessary for the internal, third party, BRC, SQF, CFIA, and USDA (FSA) audits to name a few.

We are currently seeking a dedicated Customer Support Executive to enhance our customer service operations. In this role, you will be responsible for addressing customer inquiries and facilitating timely issue resolution, thereby ensuring a consistently positive customer experience. We invite applications from customer-oriented professionals who possess a strong commitment to delivering exceptional support, with a preference for candidates demonstrating superior problem-solving and communication skills.

We're looking for a skilled problem-solver who can thrive in a fast-paced environment and handle a high volume of inbound calls. Your ability to think on your feet, stay organized, and communicate effectively with a positive attitude will be crucial for ensuring every customer feels heard and valued, even during our busiest times.

This role requires fluency in English and proficiency with Microsoft Office (Excel and Word). Experience with LMN and Smartsheet is a plus.

Your key responsibilities will include:

Processing inbound sales calls and guiding customers through the different services offered by the company and generating estimates. Schedule visits for our field reps based on the possibility of converting the call to a contract. Responsible for drafting contracts and following up with clients to obtain necessary signatures. Respond to customer inquiries through various communication channels, including phone and email. Follow-up with customers regarding payments. Addressing feedback and concerns with empathy and professionalism. Collaborating with teams to ensure timely service and issue resolution. Managing a high volume of customer contacts while maintaining service quality. Maintaining accurate records of customer interactions in our support software (LMN). Contributing to the development of customer support procedures. Generating and maintaining reports. Any other responsibility assigned from time to time.
Qualifications and skills required to be successful in this role:

High school diploma and/or business program in related field. Bilingual, English & French is a must. At least 3+ years prior experience as a Customer Service Executive. Strong communication (both verbal and written) and interpersonal skills to interact with customers in a professional and empathetic manner. Effective problem-solving abilities to address customer concerns and find suitable solutions quickly. Organizational and time management skills to handle multiple customer inquiries. Being detail-oriented with a commitment to delivering high-quality service. Knowledge of customer service processes and best practices. Ability to work with minimal supervision. Intermediate knowledge of Microsoft office (Excel, word) is a must. Knowledge of MAC is an asset (not required). Have a valid driver license (optimal but not necessary).
Job Types: Full-time, Permanent

Pay: $19.00-$22.00 per hour

Expected hours: 40 - 44 per week

Benefits:

Extended health care On-site parking
Experience:

Snow Removal Cust. Service: 3 years (preferred) Inbound Calls: 3 years (preferred) Landscape Cust. Service: 3 years (preferred) Complaint handling: 3 years (preferred) Professional Manner: 3 years (preferred) Irritated Customers: 3 years (preferred) Microsoft Excel: 3 years (preferred)
Language:

English (preferred) French (preferred)
Work Location: In person