Hybrid Customer Care Specialist

at Ideal Siding

• Job title: Customer Care Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $20 - $22 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Burnaby, Canada

About the role

• Customer Care Specialist engaging with customers, addressing inquiries, and resolving issues for Ideal Siding. Hybrid role with a focus on exceptional service and support.

Responsibilities

• Engage with customers in a friendly and professional manner, actively listening to their needs and concerns.
• Provide prompt and accurate assistance to customers, addressing their inquiries and resolving issues effectively.
• Collaborate with internal teams to ensure timely resolution of customer concerns and provide updates as needed.
• Maintain detailed records of customer interactions and transactions for reference and future follow-up.
• Continuously identify opportunities for improvement in processes and customer service delivery.
• Stay up-to-date with product knowledge and company policies to provide accurate information to customers.
• Coordinate and schedule meetings for our team of project managers, ensuring efficient planning and timely updates.
• Conduct outbound phone and email outreach to general contractors, property managers, and commercial developers to introduce Ideal Siding and build long term relationships within assigned territories.
• Identify active commercial projects and upcoming bid opportunities, while ensuring Ideal Siding is considered for preferred bidder and tender lists.
• Maintain consistent follow up communication and accurately track outreach activities, project leads, and bid opportunities in internal systems.
• Serve as a professional first point of contact when supporting the Customer Care team, documenting interactions and routing inquiries appropriately.
• Coordinate meetings between commercial stakeholders and internal teams, and collaborate cross functionally to support pipeline growth and improve outreach processes.

Requirements

• Previous experience in a customer service, call centre, or administrative role is preferred but not required.
• Previous experience working with a US customer database is preferred.
• Must have proficiency in using customer support software and systems.
• Strong passion for delivering exceptional quality of service.
• Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively.
• Empathy and strong problem-solving skills to effectively address customer needs and resolve issues.
• Ability to work collaboratively in a team environment, sharing ideas and contributing to a positive work culture.
• Proactive and adaptable mindset to handle changing customer demands and priorities.
• Broad availability to accommodate shifts between 5:00 AM to 6:00 PM, including Saturdays once or twice a month.

Benefits

• Company parties
• Competitive salary
• Dental insurance
• Flexible schedule
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance