PRIMARY FUNCTION

Service Advisors are responsible for providing comprehensive, technical, hot line customer support to external English Customers.

RESPONSIBILITIES

· Provide customer feedback to technical emails in a timely manner.

· Provide part numbers to customer based on serial numbers provided.

· Troubleshoot and diagnose water heater issues based on information provided by the caller.

· Dispatch service providers (contractors) when required.

· Communicate across departments and throughout the organization.

· Validate warranty eligibility based on serial numbers.

BASIC QUALIFICIATIONS

- Highschool diploma (post-secondary an asset)

ADDITIONAL QUALIFICATIONS:

1. Demonstrated passion and aptitude for technical work.
2. Possess a sound knowledge of customer service experience.
3. Knowledge of Microsoft Office.
4. Highly effective listening skills.
5. Ability to diagnose an operating problem by effectively collecting information about the installation and physical environment.
6. Detail oriented,



must keep positive records of conversations and capture the information in Salesforce.
7. Excellent time management skills with the ability to multi-task.
8. Effective call management skills and the ability to diffuse irate customers.
9. Patient, tolerant, good sense of humor, slow to anger, action oriented, goal driven, can be diplomatic and firm when necessary.
10. Knowledge of water heaters and their operation an asset.
11. Ability to read wiring drawings an asset.
12. Familiar with gas codes an asset.

Job Types: Full-time, Permanent Pay: $26.15-$26.34 per hour

Benefits

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Ability to commute/relocate:
- Fergus, ON: reliably commute or plan to relocate before starting work (preferred)

Education:
- Secondary School (preferred)

Work Location: In person

📌 Service Advisor (Fergus)
🏢 A. O. Smith
📍 Fergus