Customer Service Representative

About the Company

Durabuilt Windows & Doors stands as one of Western Canada's largest producers of windows and doors, serving consumers, contractors, and retailers since 1988. Headquartered in Edmonton, Alberta, the company values innovation, accountability, care for its community, and expects excellence from its team members. Recognized as one of Canada's Best Managed Companies, Durabuilt's success is rooted in both its products and its people.

Position Overview

The Customer Service Representative serves as the main communication link between customers and the organization, providing support related to complaints, orders, billing, cancellations, and other inquiries.

Key Responsibilities

• Act as the primary contact for all customer service inquiries through email, phone, and company platforms.
• Address warranty and non-warranty questions and concerns from customers and homeowners promptly and professionally.
• Document and resolve quality issues in partnership with Corporate Business Units.
• Identify and develop opportunities for chargeable services, including creating quotes and collecting payments.
• Handle customer information such as payment details and contact information accurately.
• Prepare reports measuring overall customer satisfaction.
• Manage policy updates and service renewals.
• Educate customers on resolving service issues over the phone when feasible.
• Collaborate closely with internal teams and departments to ensure smooth issue resolution.
• Take part in ongoing training to enhance product knowledge and industry understanding.
• Manage administrative tasks: becoming proficient in Sales Force / CX / Field Service Lightning systems to support service processes.
• Oversee service concerns from initiation to order creation, parts ordering, scheduling, and service management using the Service Module.
• Schedule service appointments both before and after possession.
• Distinguish between chargeable warranty and non-warranty service issues.
• Coordinate with the CX Manager to manage outstanding service work orders' performance.
• Collaborate with the accounts department to generate invoices following job completion.
• Provide additional support aligned with customer demand and service requirements.

Candidate Profile and Competencies

• Capable of managing multiple priorities efficiently, organizing tasks, meeting deadlines, and quickly grasping new information.
• Strong attention to detail and the ability to follow up meticulously to ensure data accuracy.
• Effective troubleshooting skills for problem analysis and generating appropriate solutions.
• Comfortable handling escalated customer concerns and resolving them professionally.
• Excellent verbal and written communication skills in English.
• Able to thrive in a fast-moving team environment with frequent changes.
• Proactive attitude and quick adaptation to new knowledge.
• Independent worker requiring minimal supervision, yet able to collaborate effectively within a team.

Educational and Experience Requirements

• Minimum of a High School Diploma or GED.
• At least two years of customer service experience; call center experience is advantageous.
• Relevant equivalent experience will be given consideration.
• Mechanical aptitude is beneficial.
• Intermediate to advanced proficiency in Microsoft Outlook, Word, Excel, and PowerPoint.

Commitment to Diversity

Durabuilt is committed to diversity and equal opportunity employment, welcoming qualified candidates regardless of background, ethnicity, age, ability, gender identity, or other attributes. Only shortlisted applicants will be contacted.