Basco Calgary
Job description
• *PLEASE READ COMPLETE DESCRIPTION BEFORE APPLYING. CANDIDATES WHO DO NOT FOLLOW OUR APPLICATION PROCESS WILL NOT BE CONSIDERED**
Position Title: Part-Time Customer Service Representative
Why joining our Basco Calgary team?
Do you possess excellent communication skills, a natural ability to inspire trust, a solid experience in the window industry?
You are at a stage in your life where you feel like you can make a good contribution to a company, but also need to have more time for yourself? Working part-time, with hours varying throughout the year based on seasonality of demand appeals to you?
Basco Calgary is opening a new position for a Part-Time Customer Service Representative!
We offer a flexible work environment, provide company cell phone & laptop, offer a competitive benefits package, and compensate everyone in our team with a living wage, and will celebrate our achievements with team recognition events!
Basco Calgary is a company that specializes in providing alternative solutions to commercial and residential window replacement through our core service offering:
-Sealed unit replacement;
-Professional caulking;
-Sealed units defogging;
-Windows and doors hardware replacement and repairs.
We are a small, but fast-growing location, and are part of a larger network of franchises across Canada.
The foundation of our business model lies on our Core Values.
Do they resonate with you? Will you be naturally able to demonstrate them daily while working with us?
• Meticulous, Conscientious in work practices at all times
• Respect of our clients
• Honesty / Trustworthiness
• Approachability, Ability to engage with people
• Transparency
• Positive attitude towards life
• Punctuality
• Reliability
• Flexibility / Adaptability
• Orderly and organized work standards
• Commitment
If so we want to hear from you!
Please do NOT apply if you don’t genuinely believe in your ability to demonstrate our Core Values in every circumstance. DO APPLY if they truly align with who you are, we will provide training and support to the right candidate.
Scope:
The Part-Time Customer Service Representative’s role is to bring support to our Customer Service & Office Coordinator. The incumbent will ensure optimal customer service, act as a key player in maintaining the company reputation, and act as a liaison between customers, technicians and management. Being responsible for answering customer requests by phone, email and through our internal systems, the Coordinator will maintain efficient communications and contribute to the growth of the company by actively participating in converting customer requests into sales. You will feed customer enquiries information in our systems, and perform adequate follow up on requests and quotes with a special focus on customer support and sales process fulfillment. This is a position that will require office presence but may also be partially performed remotely (from your home office). Basco Calgary is a growing company, and this new role can evolve based on the dynamic needs of the organization and around the incumbent’s natural abilities and ambitions.
Critical position results / Most important things needed from this position:
1. Customers are receiving outstanding customer service: Phones requests are answered immediately or missed calls returned within minutes, emails enquiries are treated within hours, quotes are obtained within 24hrs and followed up within 3 days. Customer relationships are viewed as a priority and tended to with care, efficiency, and professionalism.
2. Information in our ERP system is up to date, leads receive ongoing follow ups every two days, quotes receive ongoing follow ups every three days, and our conversion rates are trending upward and contributing to our sales growth.
3. All communications with the Customer Service & Office Coordinator are fluid, and eveeryone knows that status of each lead / quote at any given time, with no duplication of work.
4. A source of true leverage. The Customer Service & Office Coordinator can rely on the Part-Time Customer Representative to handle incoming phone calls & email enquiries, as well as some level of administrative tasks so that she can focus on ensuring optimal customer service and implement administrative processes to grow the business.
Position Key Performance Indicators
1. Leads Conversion Rate
2. Quotes Conversion Rate
3. Average Dollar Sales Amount
4. Customer Satisfaction levels (# of reviews and % of reviews)
Main responsibilities:
(In no particular order, and non-exhaustive list)
· Maintaining excellence in customer service for incoming customer demands.
· Answering phone calls as a priority, and returning missed calls / voicemails in a timely manner.
· Answering email demands from customers and following up actively and efficiently to maximize lead conversion (through phone calls, emails and ERP / CRM systems).
· Creating new leads in ERP / CRM systems following customer calls and following up daily to optimize customer experience and lead conversion.
· Requesting adequate information from customers in order to generate quotes.
· Generating basic quotes following initial customer conversations through phone / emails.
· Optimizing quotes conversions and contributing to increasing sales through efficient follow ups on existing / old quotes.
· Ensuring that customer expectations are fully met and acting as a customer-business liaison.
· Tracking customer satisfaction through weekly customer satisfaction email surveys.
· Providing administrative support to management and CSOC.
· Any other related tasks outlined by the evolving and growth of the business AND based on the incumbent’s natural abilities and ambitions.
Required Knowledge, Skills and experience:
• Superior communication skills, with a natural inclination to engage verbally with people.
• Impeccable written & spoken English.
• Proven customer service experience, with a strong knowledge of the window industry.
• Ability to multitask.
• Reliable with patience and professionalism.
• Team player with high level of dedication.
• A strong belief in the Basco Core Values, and commitment to upholding them in every task.
• Desire to learn and exceed customer expectations.
• High level of autonomy and ability to work by yourself.
• Full proficiency with with Outlook, Microsoft Office Suite
Decision level:
• The candidate reports directly to the General Manager.
• Must demonstrate high level of judgment and people skills in order to complete tasks and resolve occasional problems while discussing with customers.
• Must be able to work autonomously to accomplish most tasks.
• Must respect Company’s work procedures and safety standards.
Work conditions :
• Part-time position (varying between 6-25 hrs per week, on weekdays, hours will increase in the summer and decrease in winter).
• Hours of work generally from 10 am to 5pm, and will vary based on seasonal demands and business priorities.
• Pay rate based on experience and proven results while performing work.
• Company laptop computer provided.
• Company cell phone provided.
• In-office presence required with some flexibility to work from home.
• This position requires extended computer use and extensive phone interactions with customers.
Compensation:
• Hourly position $24 per hour.
• Vacation entitlement is 4% of worked hours, accrued on each pay period.
• Company paid benefits package available after the three-month probation.
HOW TO APPLY:
If you truly feel that you are the right candidate to join our team, please complete our online Application Form by copying the following link on your browser. Candidates who do not complete our Application Form will not be considered.
https://forms.gle/LAT92GDZoX4JNimo8
Job Types: Part-time, Seasonal
Pay: From $24.00 per hour
Expected hours: 6 – 25 per week
Additional pay:
• Bonus pay
Benefits:
• Dental care
• Extended health care
• Life insurance
• Vision care
• Work from home
Schedule:
• Monday to Friday
Experience:
• window industry: 2 years (required)
Work Location: Hybrid remote in Calgary, AB