Title: Customer Service Representative
Location: 1521 Keehn Road, Kelowna, BC, V1X 5T5
Start Date: ASAP
Days/Hours: Monday to Friday 8:00 AM to 5:00 PM with 1 hour lunch
Hours/Week: 40
Salary Range: $23/hour to $26/hour
Our client has been serving its clients for over 35 years in the Abatement, Restoration, Industrial Safety, Professional Cleaning and Surface Preparation market. They are currently seeking an enthusiastic, highly motivated, and experienced Customer Service Representative to join their dynamic team.
OBJECTIVE
The Customer Service Representative is responsible for selling our client’s products and services while providing a high level of customer service to their customers and potential customers, reaching business targets through excellent telephone and walk-in sales. This individual will also generate sales leads and build a strong customer experience and lasting relationships with their customers. Integrity, vision, professionalism, and passion are key components of this position. Other duties may be assigned, as necessary.
KEY RESPONSIBILITIES
- Provide accurate and up-to-date information about our products and services; and a willingness to learn new key initiatives.
- Respond to customer service calls in a courteous and professional manner including addressing client inquires such as order status, payment, and refunds etc.
- Proven ability to thrive in a fast-paced work environment, managing multiple tasks and deadlines simultaneously.
- Responsible for accurately entering customer orders for existing and new customers, including determining customer needs, assisting with product selection, upselling/cross-sell, and advising of monthly promotions; outbound calling to existing customers.
- Manage flow of orders from entry through to invoicing while communicating effectively with customers regarding timelines and effective product substitutions to prevent backorders, along with working with the operations team to acquire freight quotes through our transportation software.
- Timely notification to customers related to status of orders status.
- Collaborate with other departments to ensure customer requirements such as, but not limited to accurate system pricing and managing credit holds.
- Following up with key stakeholders on customer orders to ensure processed timely including backorder status.
- Resolve customer complaints and issues in a courteous and efficient manner with the ability to Identify and escalate issues to the appropriate parties when necessary.
- Work with branch team to ensure branch and showroom is merchandized and kept tidy and clean.
- Collaborate with Sales Manager and Branch Manager to determine necessary strategic sales approaches.
- Maintaining and expanding the company's database of prospects by passing leads to Outside Sales Representative with calls-to-action, dates, complete profile information, sources, and so on.
- Manage inbound, unsolicited prospect calls and convert them into sales.
- Coordinate customer training, as necessary.
- Attending periodic sales training where applicable.
- Perform other duties as assigned, including but not limited to, FIT testing.
QUALIFICATIONS
- High school diploma or equivalent; college degree preferred. Previous industry knowledge an asset
- 3 years of direct work experience in customer service and sales capacity.
- Strong knowledge of retail and/or wholesale sales principles, methods, practices, and techniques.
- Knowledge in the abatement, restoration, construction, or general safety & cleaning industries would be an asset.
- Strong problem identification and objection resolution skills. Able to build and maintain lasting relationships with customers.
- Excellent communication skills, including verbal and written communication. Self-motivated, with high energy and an engaging level of enthusiasm.
- Proficiency in Microsoft Office and ERP systems computer skills required (data entry, typing skills, email).
- Able to perform basic calculations and mathematical figures. High level of integrity and work ethic.