Customer Service Representative

Job Description

Position Summary

Ply Gem Canada is seeking a highly motivated Customer Service Representative to join our customer service team. Reporting to the Customer Service Supervisor, the Customer Service Representative is responsible for providing customer support and maintaining positive customer relations while responding to problems and inquiries. Additionally, this candidate will work towards maintaining productive working relationships with internal and external customers and coordinating all aspects of siding, allied, and promotional orders from receipt to delivery.

General Responsibilities

• Communicate with customers through email, phone, and in person, responding to queries professionally and asking the necessary questions required to ensure the correct product and/or issue has been identified.
• Represent the warranties and charging policies of Ply Gem Canada for the requested service, clearly communicating any charges and payments due upon the arrival of our Field Technician.
• Enter all data into AccuQuote (Ply Gem software), ensuring complete and accurate information and clearly documenting all service issues on the service order.
• Ensure accuracy of all parts entered; request/process payment prior to ordering for all chargeable services if the account does not have credit terms.
• Clearly enter all notes provided by service technicians while on site, process paperwork to completion, and reorder parts if necessary.
• Effectively communicate with customers through email, portals, phone, text, and in person based on account requirements, and work well with internal customers including sales, dispatch, production control, and distribution when required.
• Maintain an excellent level of knowledge of product specifications and be able to think clearly and quickly, making decisions based upon that knowledge.
• Thoroughly communicate with other interdependent departments, represent Service in meetings, review and conform to corporate and departmental operating procedures, maintain and create Department Operating Procedures, and call and confirm access for builders and homeowners.
• Demonstrate a strong work ethic and positive team attitude.
• Perform other duties as required.

Location: Ply Gem Canada, 5785 72nd Ave SE Calgary, AB, T2C 5B1.

Qualifications

• Grade 12 diploma or equivalent.
• Minimum of one year of customer service experience.
• Industry experience and warranty experience are considered strong assets.
• Typing speed of at least 40 words per minute.
• Strong attention to detail.
• Excellent verbal and written communication skills.
• Ability to communicate professionally and effectively with customers and internal teams.
• Strong problem-solving skills and organizational abilities.

Additional Information

Residential Building Products – Exterior Home Building Products.

Ply Gem Canada is committed to an inclusive, equitable and accessible workplace. We will accommodate applicants’ needs, upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received relating to accommodation will be addressed confidentially.

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