Job Summary : This role involves handling inbound and outbound customer interactions to ensureaccuratescheduling, billing, and service resolution. The ideal candidate will havestrong communicationskills, 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 efficientlyin afast paced,team-orientedenvironment.

KeyResponsibilities & Duties:

- Respond to inbound customer calls and emailsregardingprice quotes, orders, scheduling, billing, and service inquiries.
- Provide professional and efficient customer service whilemaintaininga high levelof 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 ensureaccurateprocessing.
- Maintainaccuratedocumentation of customer interactions, issues, and resolutions using CRM software.
- Follow up with customers throughout the resolution process to ensure satisfaction.
- Route calls to theappropriate departmentwhen necessary, ensuring a seamless customer experience.
- Assistin generating sales and upselling opportunities based on inbound customer inquiries.
- Stay knowledgeable about product inventory, ADAS systems,



and calibration processes to provideaccurateinformation to customers.
- Ensure consistent communication between the company and customers to foster strong relationships.
- Perform data entry, process cancellations, credits, and invoicing as needed.
- Supportadditionalcall 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.

- Previouscustomer service experience in a call center environment.

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

- Robust 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;mustbe able to sit for extended periods while using a computer, keyboard, and mouse.
- Occasional lifting andmovingup to 50 lbs. may berequired.
- Fast-paced environment with frequent customer interactions and problem resolution.
- Some overtime may be required as needed.

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