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



must keep good records of conversations and capture the information in Salesforce.
Excellent time management skills with the ability to multi-task.
Effective call management skills and the ability to diffuse irate customers.
Patient, tolerant, good sense of humor, slow to anger, action oriented, goal driven, can be diplomatic and firm when necessary.
Knowledge of water heaters and their operation an asset.
Ability to read wiring drawings an asset.
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
In office parking
Paid time off
Vision care

Education:
Secondary School (preferred)

Work Location: Hybrid remote in Fergus, ON N1M 1J7

📌 Service Advisor Fergus
🏢 A.O. Smith Enterprises
📍 Fergus