Login Client Care Representative
Innotech is looking for an organized, positive and professional Client Care Representative to join our team.
Innotech Windows + Doors is a leading window and door manufacturer located in Langley (Gloucester Industrial Estates), BC. Since our inception in 2001, we have grown to be an integral player in the high-end North American window and door industry.
We are currently looking to add a Client Care Representative to our team. Reporting to the Client Care Manager, the Client Care Representative enhances client relationships, focusing on providing after sales support to our many clients. The Client Care Representative also coordinates client complaints, providing first level feedback while seeking resolutions through escalating issues received to the appropriate internal department.
Duties and Responsibilities
- Handles client complaints and provides initial feedback.
- Escalates issues and complaints received to concerned internal parties/departments for resolution.
- Logs issues and complaints received from clients in CRM system and ensures that each logged customer complaint/issue is resolved within standard resolution time set under Innotech Windows + Doors’ Quality objectives.
- Conducts Client readiness check through email and phone call to ensure client’s initial required delivery date is still valid.
- Updates client updated delivery dates in system based on readiness check feedback and advises internal stakeholders.
- Prepares quotes for parts or service requests that are not covered under warranty.
- Prepares work orders for service or parts requests and coordinates with concerned internal departments for execution of work orders.
- Fields questions about Innotech Windows + Doors’ products and services
- Refers potential clients or leads to sales.
- Maintains a high level of professionalism and competence in every client interaction.
- Conducts after sales and service feedback surveys using standard survey form.
- Performs other related duties as required.
Knowledge and Skills
- High school graduation or GED
- Minimum 2 years’ experience in customer service preferred (experience in the fenestration or building industry an asset)
- Computer skills in Excel, Word, and Outlook with working knowledge of CRM and ERP systems
- Superior phone skills with the ability to remain calm during stressful or challenging interactions with clients.
- Active listening skills with strong interactive communication abilities
- Ability to build trust and relationships with clients.
- Excellent written and verbal communication skills in English
- Ability to multi-task, prioritize and manage time effectively.
- Have a sense of urgency in fulfilling tasks.
Why join our team?
Innotech is an innovative, energetic and family-oriented company that promotes a flexible and fun work environment. We offer competitive wages and a comprehensive fully paid benefit package, including extended health, dental and RRSP match. Enjoy your birthday off with pay, monthly catered lunches and a variety of team activities and events! Salary: $45,000-$55,000 per year.
How to Apply
To apply for this career opportunity, please submit a resume and cover letter (including salary expectation) to careers @ innotech-windows.com (no spaces) or apply using our online job application form:
We thank you in advance for your interest, however only those candidates selected for an interview will be contacted.