Job Summary: This role involves handling inbound and outbound customer interactions to ensure accurate scheduling, billing, and service resolution. The ideal candidate will have strong communication skills, problem-solving abilities, and a commitment to delivering excellent customer service.

In this role, you will manage customer inquiries, orders, complaints, troubleshooting, and returns while working closely with distribution centers, third-party carriers, and suppliers to resolve issues efficiently in a fast paced, team-oriented environment.

Key Responsibilities & Duties:

- Respond to inbound customer calls and emails regarding price quotes, orders, scheduling, billing, and service inquiries.

- Provide professional and effective customer service while maintaining a high level of courtesy and accuracy.

- Troubleshoot and resolve customer complaints, including shipping issues, product concerns, and service discrepancies.

- Facilitate returns and coordinate with distribution centers and suppliers to ensure accurate processing.

- Maintain accurate documentation of customer interactions, issues, and resolutions using CRM software.

- Follow up with customers throughout the resolution process to ensure satisfaction.

- Route calls to the appropriate department when necessary, ensuring a seamless customer experience.

- Assist in generating sales and upselling opportunities based on inbound customer inquiries.

- Stay knowledgeable about product inventory,



ADAS systems, and calibration processes to provide accurate information to customers.

- Ensure consistent communication between the company and customers to foster strong relationships.

- Perform data entry, process cancellations, credits, and invoicing as needed.

- Support additional call center functions and assume other duties as assigned.

Qualifications & Skills:

- Strong verbal and written communication skills with the ability to convey information clearly and professionally.

- Previous customer service experience in a call center environment.

- Ability to multi-task in a fast-paced, high-volume environment.

- Strong problem-solving and conflict resolution skills.

- Attention to detail and ability to work under frequent interruptions.

- Experience using CRM systems and data entry tools.

- Sound knowledge of customer service principles and best practices.

- Ability to work independently and as part of a team.

- High School diploma or equivalent required.

Work Environment & Physical Requirements (if applicable):

- Work is primarily sedentary; must be able to sit for extended periods while using a computer, keyboard, and mouse.

- Occasional lifting and moving up to 50 lbs. may be required.

- Fast-paced environment with frequent customer interactions and problem resolution.

- Some overtime may be required as needed.

Pay Rate: $20. per hour

📌 Customer Service Representative (Kitchener)
🏢 PGW Auto Glass ULC
📍 Kitchener