Location : 214 Bayview Drive - Barrie, Ontario
Provide Best Customer Service No Questions Asked as per corporate guidelines / objectives to existing and new customer base.
Handle all inbound inquiries (phone, email, social media etc.) with accuracy and professionalism. Process replacement & parts orders as necessary.
Provide technical assistance to dealers and service technicians, general maintenance & troubleshooting guidance to customers while logging relevant information into designated database(s) as required.
Key Responsibilities and Accountabilities :
Respond to technical inquiries including those beyond the scope of product advisors. Visualize and troubleshoot any problems that a consumer or service technician may run into (installations or mechanical problem on equipment already installed).
Respond to product information inquiries. Answer calls, emails & faxes from consumers, dealers, distributors & sales agents
Enter replacement parts and warranty orders, producing reports as needed.
Record relevant information from customer
Accumulate and share product information with team members.
Enter information in product returns systems (Return Authorization).
Identify and track potential product quality issues and report those (Quality Audit).
Report necessary revisions to replacement parts manuals, maintain support documents as required, report issues with product websites.
Education and Experience :
3-5 years’ service field experience or technical support in a manufacturing environment
Preferred contact centre / customer service experience
HVAC : G3 gasfitter required. Valid Refrigeration 313A or 313D certification preferred
Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook), Visual, Customer Service Software
Customer Service, Technical Experience relevant to product line
The Napoleon Group of Companies is committed to fair and accessible employment practices that attract and retain Associates with disabilities.
This includes providing accessibility across all stages of the employment cycle. Accommodation is available upon request.
We thank you for your interest in The Napoleon Group of Companies and for participating in our competition. Only those candidates selected for consideration will be contacted.