Call Center & Customer Service Representative

Hardwood Giant is looking for a friendly, professional, and organized Call Center & Customer Service Representative to join our team.

The successful candidate will be the first point of contact for customers calling our company, particularly customers responding to our online and Google advertising. You will be responsible for answering incoming calls, understanding customer needs, providing basic information, and ensuring each customer is connected with the appropriate store or sales representative for further assistance.

We are looking for someone who is confident on the phone, communicates clearly, stays organized, and knows how to create a positive first impression with every customer.

Key Responsibilities

- Answer and manage a high volume of incoming customer calls in a professional and friendly manner.
- Handle calls generated through Google Ads and other marketing channels.
- Understand the customer's needs and determine the appropriate store, department, or sales representative to assist them.
- Transfer calls to the correct store or sales team efficiently.
- Collect basic customer information and project details when required.
- Provide customers with accurate general information about our products, stores, services, promotions, and sales process.
- Respond to customer questions and direct more detailed product or pricing inquiries to the appropriate sales team.
- Identify potential sales opportunities and ensure qualified leads are properly transferred to the sales team.
- Take accurate messages when the appropriate person is unavailable and ensure proper follow-up.
- Maintain organized records of calls, customer inquiries, and lead information.
- Follow up on leads or inquiries when required.
- Communicate professionally with customers, store teams, and sales representatives.
- Handle customer concerns calmly and escalate issues to the appropriate person when necessary.




- Help ensure that no customer lead or sales opportunity is missed.
- Maintain a professional and positive phone presence that represents the Hardwood Giant brand.

What We’re Looking For

- Previous experience in call center, customer service, reception, inside sales, or a similar role is preferred.
- Excellent verbal communication and active listening skills.
- Comfortable speaking with customers over the phone for extended periods.
- Friendly, confident, and skilled phone manner.
- Strong ability to understand customer needs and direct them to the right person.
- Excellent organizational and multitasking skills.
- Ability to handle multiple calls and inquiries while maintaining accuracy.
- Strong attention to detail when recording customer information.
- Comfortable working with computers, phone systems, email, and basic CRM or customer-management tools.
- Ability to remain calm and professional when dealing with difficult or frustrated customers.
- Reliable, punctual, and able to work effectively as part of a team.
- Previous experience in the flooring, construction, home improvement, or retail industry is an asset but not required.

What Makes You Successful in This Role? You will be successful if you can:

Answer the call → Understand the customer → Identify the opportunity → Connect them to the right store/salesperson → Make sure the lead is not lost.

You will play an important role in making sure customers who contact us through our advertising receive a fast, professional, and helpful response.

Why Join Hardwood Giant?

- Be part of a growing flooring company.
- Work with a supportive and collaborative team.
- Opportunity to develop customer service and sales skills.
- Training on our products, systems, and processes.
- Opportunity for growth within the company.

Job Type: Full-timePosition: Call Center & Customer Service RepresentativeExperience: Customer Service / Call Center experience preferred Pay: $17.60 per hour

Expected hours: 40.0 per week

Work Location: In person

📌 Call Centre Agent and customer service representative (Brampton)
🏢 Hardwood Giant
📍 Brampton