Job Description

Overview:Customer Service SpecialistReports To: General Manager and/or Office ManagerStatus: Full-time, RegularCategory: Customer ServiceLocation Name: A1 ChesneyLocation Address: Calgary, ABJoin the team of experts and realize your true potential!Why You Should Join the Service Experts Team?Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join us and become an EXPERT!Position Summary:The Customer Service Specialist handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution. The Customer Service Representative will be responsible for assisting in day-to-day operation of the Centre duties.Responsibilities:

• Answering incoming phone calls from customers.
• Maintaining good customer relations and ensuring that all calls meet Company standards.
• Handling and resolving a variety of customer concerns, complaints, and questions by phone, email, and in-person (questions may include billing inquires, technician ETA, scheduling issues, and general company product and service questions).
• Ability to make decisions regarding customer satisfaction with confidence.
• Resolving problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues.
• Maintaining customer records by updating account information.
• Working with dispatch to improve accuracy in scheduling and speed of response.
• Communicating with customers on the status of service calls.
• Assisting with dispatching as needed.
• Performing outbound calls to schedule preventative maintenances and tune-ups.
• Ensuring that customers are contacted in a timely manner to schedule preventative maintenance.
• Working with General Manager/Operations Manager to ensure that capacity demands are met.
• Continually maintain working knowledge of all company products, services, and promotions.

Qualifications:

• The qualified candidate must have a high school diploma or equivalent (post-secondary education preferred).
• Previous customer service experience required.
• Excellent interpersonal skills.
• Exceptional verbal and written communication.
• Strong computer software skills.
• Team work is a priority and the Customer Service Representative must be willing to work with and assist co-workers as needed.
• The ability to work occasional overtime and weekend hours as required.
• The successful incumbent must be able to meet the minimum requirements for our background check criteria.

What Do We Offer You as a Service Experts Employee?Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee:

• Competitive pay, including incentive opportunities for many positions.
• Medical /Dental /Vision Insurance programs.
• RRSP Plan with company matching contributions.
• Life Insurance for you and options you can elect for your family.
• Short-Term and Long-Term disability insurance, that protects you and your family if you are unable to work.
• World class training opportunities through our Expert University Learning Management System.
• Career development opportunities.

Service Experts Canada