Customer Service Escalations Rep

If you are the kind of person that loves helping people and are looking for a challenging role where you can apply your enhanced communications skills, then we want to hear from you!

Since 1956 Milani Plumbing Heating & Air Conditioning, Burnaby Kingsway has been the market leader for plumbing, heating and air conditioning services in the Lower Mainland. With more than 65 years of ongoing success we continue to expand and excel in providing the best for our customers. With more than 120 service trucks on the road, we field a large volume of calls every day from people all over the Lower Mainland that need our help with their plumbing, drainage, heating and air conditioning service.

As our company continues to grow, we need to add more people to our award-winning team! We are seeking a 2nd full-time Customer Service Escalation Representative to join our Customer Service team.

We are looking to fill this open position within our organization immediately, we require people with great communication skills and experience in dealing with customer escalations.

Job Duties:

– You will handle incoming calls, responding to customer e-mails and in webchat;

– Provide support to customer escalations over the phone and face-to-face with customers;

– Identify customers’ concerns and desires in order to provide appropriate service;

– Provide feedback to other departments to improve sales and business processes;

– Learn about our services inside and out to be able to answer any questions from customers;

– Keep a record of customers’ inquiries using the company’s software system;

– Schedule appointments for our plumbing, heating and air conditioning services;

– Work with colleagues when necessary to resolve customer complaints;

– Assist project managers with administrative duties.

Successful candidates must:

· Possess outstanding communication and customer service skills;

· Have a great attitude, be positive and energetic;

· Have excellent time management and be organized;

· Have excellent computer skills and typing speed;

· Be comfortable in a fast-paced environment;

· Ability to work under pressure;

· Speak English fluently;

· Experience working in a call center is not required but an asset;

· Mandarin or Cantonese are an asset;

We provide:

· Competitive Wages

· Extended Medical/Dental

· Training

· Opportunities for advancement

· Encouraging work environment

· Vacation pay

· Flexible work schedule

· Job Diversity

Please respond with your resume. Applicants with a matching skillset will be contacted for a phone interview to verify your energy and communication skills.

Milani Plumbing Drainage & Heating Ltd. is an equal opportunity employer!

While we thank all candidates for their interest, only those who most closely match our requirements will be contacted

Job Type: Full-time

Salary: $18.00-$23.00 per hour

Additional pay:

• Bonus pay

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Paid time off

Schedule:

• 8 hour shift

Experience:

• Customer service: 1 year (preferred)