About this role
*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, delivery and coordinate installation;
· Inform the Renovation 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 services
· 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 followin