Customer Service and Dealer Support - Mississauga, Canada - MARVIN WINDOWS INC

Description

Marvin is a premier manufacturer of made-to-order wood, wood-clad, and fiberglass windows and doors.

Offering unparalleled value with craftsman-quality construction, energy-efficient technology, and the industry's most extensive selection of shapes, styles, sizes, and options.

At Marvin, we imagine and create better ways of living.

We also believe in exceptional employee experience, and rewarding our team members for their valuable contributions has always been a priority at Marvin.

If you've been looking to join a stable and friendly company with competitive compensation package and comprehensive range of benefits and much more, then keep reading

We are currently looking for a bi-lingual
Customer Service and Dealer Support who will be supporting Marvin Dealers and our customers, handling customer service-based inquiries or complaints, and attempting to resolve technical issues while ensuring professionalism and exceptional customer service.

The goal is to increase customer satisfaction, loyalty, retention and meet their expectations.

To be successful in the role, the individual must possess excellent communication skills, always provide the exceptional customer satisfaction, readily adaptable to change, and contribute to an overall positive work environment.

An exceptional Customer Service and Dealer Support must have a resolute commitment for excellence.

Together, we can help people live better through beautiful design and exceptional quality.

Because the spirit of possibility is in all of us.


What's in it for YOU

• Family oriented work environment
• Opportunity to grow within the company and work with fun and dynamic people
• Matched RRSP contribution
• Comprehensive health benefits
• Life insurance / LTD coverage; and more

What YOU will be doing:

• Support customer base by responding to general inquiries, concerns, and technical issues.
• Manage and evaluate customer complaints as they arise, escalating to the appropriate individual as deemed necessary.
• Resolve technical issues and schedule appropriate service appointments.
• Manage reports from technicians, maintain customer and dealer data and ensure cases are updated and properly tracked in Salesforce.
• Inquire and gather information and place warranty and chargeable orders; address and resolve customer and dealer inquiries regarding the status of service cases and any payment if applicable in a timely manner.
• Analyze customers' feedback (e.g., problems, disputes) and make decisions and recommendations to resolve problems or place corrective actions.
• Ensure that dealers and customers' experience is positive and maintaining a quality customer satisfaction level regarding the service journey of issue resolution as well as the resolution process.
• Maintain a high level of customer service through professionalism, diplomacy, and sensitivity that depicts the company's image.
• Performs miscellaneous jobrelated duties, cross training willingness.

What YOU bring to the table:

• College Diploma or equivalent
• Minimum 2 years experience in Customer Service (preferably in the windows and doors industry or building / construction materials industry).
• Experience in analyzing and interpreting the needs of clients and offer the appropriate options, solutions, and resolutions required
• Proven ability to deal with people sensitively, tactfully, diplomatically, and professionally at all times
• Ability to quickly pick up new product and service knowledge, and communicate that knowledge effectively to customers
• Ability to prioritize and demonstrate relentless discipline in achieving goals
• Excellent verbal and written communication skills in either French or English or both
• Highly organized multitasker who works well in a fastpaced environment
• Demonstrated time management skills
• High flexibility with strong interpersonal skills that allow one to work effectively in a diverse environment
• Proficient technical knowledge with the ability to use multiple platforms including office programs (Outlook, Excel, Word)
• Commitment to continual education about the company, products and services.
• Ability to work individually or as part of a team
• Must have a vehicle with a valid driver's license

Working Conditions

• Operation of desktop computer and peripherals
• Extended periods of sitting
• Interaction with internal staff, dealers, management