Customer Service Representative

POSITION SUMMARY:  Ply Gem Canada is seeking a highly motivated Customer Service Representative to join our customer service . Reporting to the Customer Service Supervisor, the Customer Service Representative is responsible for providing customer support and maintaining positive customer relations while responding to problems and inquiries. Additionally, this successful candidate will work towards maintaining productive working relationships with internal and external customers and coordinating all aspects of siding, allied, and promotional orders from receipt to delivery.

GENERAL RESPONSIBILITIES:

As the Customer Service Representative you will be required to perform the following functions:

1. Communicate with customers through email, phone and in person responding to queries in a professional manner, asking the necessary questions required to ensure the correct product and or issue has been identified.
2. Represent the warranties and charging policies of Ply Gem Canada for the service being requested, clearly communicating any charges, and those payments due upon the arrival of our Field Technician’s arrival
3. Enter all the data into AccuQuote (Ply Gem software) ensuring complete and accurate information.  clearly documenting all service issues on the service order pertaining to the service work that is to be done. 
4. Ensure accuracy of all parts entered.  Request/process payment prior to ordering for all chargeable service if account does not have credit terms.  
5. Clearly enter all notes provided by service technicians while on site.  Process paperwork to completion.  Reorder parts if necessary.
6. Effectively communicate with customers through email, portals, phone, text and in person based on account requirements.  Work well with internal customers including sales, dispatch, production control and distribution when required.
7. Have an excellent level of knowledge of product specifications and you have the ability to think clearly and quickly and make decisions based upon your knowledge.  
8. Thorough communication with other interdependent departments, represent Service in meetings, review and conform to the corporate and departmental operating procedures. Maintain and create Department Operating Procedures, call and confirm access for builders and homeowners. 
9. Strong work ethic and positive team attitude.
10. Other duties as required

This role is fully on-site at: Ply Gem Canada, 5785 72nd Ave SE Calgary, AB, T2C 5B1.

• Grade 12 diploma or equivalent
• Minimum of one (1) year of customer service experience required
• Industry experience and warranty experience are considered strong assets
• Typing speed of at least 40 words per minute
• Strong attention to detail
• Excellent verbal and written communication skills
• Ability to communicate professionally and effectively with customers and internal teams
• Strong problem-solving skills and organizational abilities

Residential Building Products - Exterior Home Building Products

Ply Gem Canada is committed to an inclusive, equitable and accessible workplace. We will accommodate applicants’ needs, upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received relating to accommodation will be addressed confidentially.