CSR - Customer Service Representative

Company Overview

Pollard Windows & Doors is a proudly Canadian, family-owned business that has been a trusted leader in the window and door industry for over 77 years. With a cutting-edge 300,000+ sq. ft. facility, we prioritize innovation, quality, and the people behind our work. Pollard exists to create lifelong, meaningful careers in an environment that values growth, safety, and well-being. Our products, designed for longevity and excellence, aim to make every house a true home.

Our Purpose and Values

At Pollard, we bring generations of our family together to serve generations of your family. We believe that achieving long-term success comes through perseverance, tenacity, and a commitment to caring for our people. We are looking for candidates who share our drive to elevate standards, commitment to trust, and our passion for innovative solutions. If you want to make an impact and be part of a high-functioning, family-oriented team, this opportunity is for you. We offer a competitive remuneration package, comprehensive health benefits and a positive work culture that promotes collaboration and innovation.

This position is currently vacant.

Your Tasks:

· Act as a company ambassador through the consistent delivery of excellent customer service

· Accurately capture the voice of our customers to drive first call resolution across functions

· Research account call history and use applicable resources/tools to problem-solve and make appropriate decisions to meet customer’s needs and resolve issues.

· Escalate customer issues within established guidelines to ensure timely resolution.

· Utilize effective communication skills to ensure customer expectations are successfully achieved with all internal/external stakeholders.

· Provide in-house support for sales team when customer requires information or assistance

· Answers customer’s phone calls promptly, efficiently, and with courtesy

· Ensure all customer requests are dealt with in a prompt and friendly manner, following up with them at key points (ex. Reply to them before the day-end, and let them know you are currently working on a solution – providing them with realistic timelines)

· Address customer concerns and enquiries with respect to product and delivery; ensure the customer is receiving the product they have requested and on time (Enter their requests promptly, ask for assistance if a “rush order” is required), perusing the confirmation

· Inform the Outside Sales Representative if you have provided a service to the customer that they should be aware of – this is to maintain communication between the CSR and Sales Team to ensure consistent service

· Notify the Scheduling Department of any changes or updates to customer delivery schedules

· Maintain accurate specification sheets (daily), confirm shipping schedules including calling customers every morning

· Ensure Purchase Orders once received are properly priced and signed

· Provide support to other CSR’s as needed and as business demands

· Other duties as assigned in support of the Burlington Display Centre

Required Skills and Qualifications:

· 2 to 3 years’ customer service or call center experience with great communication and people skills

· Proficient utilizing Microsoft Office software applications

· Ability to accurately input data, write routine reports and correspondence.

· Maintain the high-level of customer service expected by our internal and external customers.

· Proactive goal-oriented approach to decision making combined with sound judgement

· Proven team player who can effectively work with team members at all levels of the company

· Ability to adapt to changing demands and conditions.

· Flexibility to manage multiple tasks/initiatives simultaneously and execute to completion.

Preferred Skills and Qualifications:

· A high level of organizational and communication skills is required.

· Strong willingness for continuous learning and ability to retain knowledge as it pertains to company products and services

· Works well under pressure and within fast paced environments with a sensitivity to meeting timelines

Office Location:

This position works from the Burlington Display Centre and requires in person attendance. This is not a hybrid/remote position.

Work Schedule:

This position must be available to work an evening and Saturday schedule, once per month on a rotational basis.

Benefits and Perks:

This is a full-time position and includes the following:

· Paid Vacation

· Group Health Benefits

-Paid sick/personal days

-Profit Sharing Program

Pay: $40,000.00 per year

Benefits:

• On-site parking
• Paid time off

Work Location: In person