Customer Service Representative - Edmonton, Canada - DSL Ltd.

DSL Ltd.

Verified Company

Edmonton, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About DSL
At DSL, our purpose is creating moments of joy, one serving at a time.

Representing world-class brand partners Taylor, Henny Penny & Franke Coffee Systems, DSL is the largest Canadian supplier of premium food service equipment, and the exclusive factory-authorized service provider for the equipment we sell.

At our core, we believe in doing right by our customers, finding the best solutions to fit their needs, being creative and innovative, working hard, and having fun along the way.

Are you looking to grow with a company with over a century of unmatched quality, expertise, and after-sales support? We want to hear from you

Why Join Our Team?

Competitive wage & health benefits
Health Spending Account (Flex Spending Account or Health Spending Account)
3 weeks paid vacation
Strong company culture & core values

RRSP matching program

Education support
Opportunity for advancement

*Applicable once eligibility requirements are met

Position Summary:

Reporting to the Service Operations Manager, this position is responsible for working in a multi-channel environment and providing an exceptional level of customer service, communicating professionally with all customers, vendors and staff and supporting and executing projects and reporting.

What you'll do:

Monitoring of customer request websites to ensure they are responded to within customer parameters.
Creation of service or parts orders as required.
Dispatching as required
Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Follow up on outstanding issues; ensuring customer is updated as required.
Perform basic telephone troubleshooting
Effectively deal with job stress, angry callers, and upset customers
Maintain key performance metrics
Customer billing and inquiries
Sell additional services and products by recognizing opportunities to upsell accounts
Make outbound calls to follow up and or update on service requested, and gather customer feedback
Participate in individual and team coaching sessions to ensure quality service is provided.
Other projects as required.

What you'll need:

Minimum High School Diploma
Completion of a postsecondary education an asset
Ability to listen attentively, ask probing questions, and to use information provided by customers to tailor responses and actions to meet the customers' specific needs
Excellent interpersonal, written, and oral communication skills
Ability to exercise flexibility, initiative, good judgment and discretion
Ability to multi task in a fast paced environment
Detail oriented, accuracy, and timeliness
Possess excellent problem solving skills
Experience building successful relationships
Ability to learn and navigate new software quickly