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