Customer Service Rep I

Description

Customer Service Representative I

Vernon, BC

Role Description

The CSR responds to a high volume of telephone inquiries about the company’s products or services by following standard scripts and procedures. They promote and sell the company’s products and/or services, investigates, and resolves complaints. For this position, the CSR will utilize a computer system to track questions and answers as well as enter or check the status of orders.

Responsibilities

Customer Inquiries

• Respond to customer service calls in a courteous and professional manner
• Transfer customer calls to appropriate team members
• Identify, research, and resolve customer issues using the computer system
• Follow up on customer inquiries not immediately resolved
• Receive high volume of inbound calls or place outbound calls to provide information to clients and non-clients (May be inbound, outbound or a combination of both)

Product / Service Promotion

• Process orders via phone, email and D365
• Provide information about Company products and services, charges and service conditions, and service availability
• Appropriately communicate brand identity and corporate position

VOC Operation / Function

• Research billing or order issues
• Recognize concerns and alert supervisor
• Recommend process improvements
• Provide on the job training to new team members
• May assist in orienting and training lower level team members
• Use a computer terminal with a customer service application and phone system to receive or place calls
• Utilize databases to retrieve customer information
• Other duties may be assigned as required

Job Requirements

• 2–4 years of proven experience in a customer service role, demonstrating the ability to handle inquiries, resolve issues, and ensure customer satisfaction
• Completed Grade 12 education (High School Diploma)
• Knowledge and skills in utilizing computer applications, such as email, CRM systems, POS platforms, and Microsoft Office Suite (particularly Excel)

Why Join Kal Tire?

• The target base pay for this role is $21.86 to 24.61 per hour based on experience
• Comprehensive medical and dental benefits
• Employee Assistance Program
• A group RRSP/DPSP matching program
• Discount on tires and mechanical services
• Positive work culture, opportunities for growth and development, and work-life balance
• Opportunities for professional development, such as training programs, mentorship, and tuition reimbursement

To be considered for this position at this time, candidates must be legally eligible to work for any Canadian employer.

Solving our customers’ automotive challenges and making a positive impact – It’s how we roll, and it’s been that way since Tom Foord opened the doors to Kal Tire in 1953 in beautiful Vernon, BC. Over the years, we’ve become a trusted partner for large and small industries and fleets across Canada. Our customers rely on our expertise, our make-it-happen approach to service, and our lineup of the most trusted tire brands in over 260 retail locations coast to coast. Kal Tire is also the largest truck re-treader in Canada, with 11 retread facilities across Canada and internationally, and has a state-of-the-art tire recycling facility in Chile, where 40% of the weight of scrap tires is recycled to return to mines as an alternative fuel. In addition, Kal Tire’s Mining Tire Group is an international leader in mining tire service and supply, servicing more than 150 mine sites across five continents. Kal Tire offers a culture that fosters inclusion and respect. We are committed to providing accessible employment practices in compliance with the AODA and AMA. Accommodation requests can be made at any stage of the recruitment or employment process. Applicants are asked to make their needs/requirements known.

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