Company Description

Evolve Home Services (“Evolve”) provides heating, cooling, water heating equipment, and more to residential consumers across Canada. Formerly known as Smart Home Works, Evolve was founded in 2014 and is headquartered in Toronto, Ontario. Specializing in high-efficiency rental HVAC equipment for new home construction, Evolve aims to improve operations and add value for builders across the province.

Role Description

This is a full-time on-site role for a Customer Service Specialist at Evolve Home Services in Toronto, ON. The Customer Service Specialist will be responsible for providing customer support, ensuring customer satisfaction, maintaining phone etiquette, and enhancing the overall customer experience on a daily basis.

The Customer Service team operates from 9:00 AM to 9:00 PM EST, seven days a week (including holidays). Please note that shifts will be scheduled on a full-time basis throughout the week and may vary based on business needs.

KEY ACCOUNTABILITIES

Respond to customer inquiries and deliver prompt and professional solutions through phone and email communication
Maintain accurate customer profiles in company database, ensuring detailed records of all customer interactions and follow-up requests
Research, prioritize, and resolve customer issues in a timely and accurate fashion
Prepare required customer documents and agreements accurately and efficiently; complete all assigned data-entry requests within required timeframes while maintaining high-level of accuracy
Maintain comprehensive knowledge of company policies, products, and services to provide accurate information to customers
Coordinate and schedule appointments with field service teams, ensuring timely support for HVAC equipment maintenance and repairs
Acknowledge and resolve customer complaints while maintaining a friendly and knowledgeable attitude, to enhance the customer experience
Maintain a continuous process improvement methodology focused on ensuring processes are adequately designed to optimize efficiency and avoid process breakdowns
Special projects as needed and other tasks as assigned by management

JOB PREFERENCES AND REQUIREMENTS

Proven experience as a customer service representative, preferably in a technical or service-focused industry
Excellent listening and communication abilities, ensuring clear and effective interactions with customers
Highly detail-oriented with strong analytical and problem-solving skills
Strong time management skills, adept at prioritizing tasks to meet deadlines effectively.
Efficient in documenting customer service interactions with accuracy and thoroughness
Capable of de-escalating conflicts and implementing suitable resolutions
Excellent computer skills with experience in Microsoft Office Suite (knowledge of Salesforce is an asset)
Ability to work effectively using multiple information systems/platforms
Collaborative team player, dedicated to nurturing a positive and supportive workplace culture
Well-versed in the company’s market landscape, industry trends, and product offerings
Must be self-motivated, flexible, able to multi-task and prioritize workload, and thrive autonomously in a fast-paced environment
Open to developing productive relationships within the business and liaising regularly with all levels of management to obtain the resources and information required to complete all job functions

WHAT WE OFFER

§ A competitive salary and benefits package

§ Opportunities for professional growth and development

§ A supportive and positive work environment

Evolve Home Services

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Customer Service Specialist