Customer Service Advisor

About us:

Metro Compactor Service is Canada's leading expert for waste and recycling equipment solutions. With expertise spanning over four decades, we provide custom manufacturing, installation, maintenance, and repair services for balers, compactors, and chutes. Our cutting-edge iSmart technology sets us apart, enhancing efficiency and sustainability for our clients in the residential, commercial, and municipal sectors.

You can learn more about us on our website: www.metrocompactor.com

Overview:

The Customer Service Adviser role will join a Customer Service team responsible for managing various small to large accounts and ensuring world-class service through timely communication, and timely generation of work orders, dispatching of technicians, and all other documentation including closing work orders, billing, and more.

Customer Service Advisers are expected to deliver Super Service to customers through effective and timely communication. The primary goal is to develop and maintain positive relationships with customers, ensuring all service orders and documentation is accurately and smoothly processed.

Location: Customer Service Advisers work from office location.

Work Hours: 8am – 4:30pm

• On-Call (remotely/from home): The CSA is expected to work on-call approximately once every 6 weeks. This requires monitoring calls Sat-Sun between 8am-4:30pm. Additionally, you will be required to work 1-2 long weekends per year. On-Call rate is at a fixed rate of $75.00 per day (as per existing policy, subject to change). Stat holidays on-call - $150 flat rate

Salary Range:  $50,000 - $60,000

Bonus: This position is eligible to receive an incentive award targeted at 5% of the base salary.

Responsibilities:

• Ensure company objectives and customer needs are being met by demonstrating knowledge of customers, and service strategies.


• Answer calls and service requests for new and existing customers.


• Dispatch local calls to service technicians, and contractors through-out Canada.


• Have a good rapport with clients and contractors.


• Excellent written/verbal communication skills and listening skills.


• Detail-oriented, with the ability to probe and ask questions to clarify understanding, seeking clarity when necessary.


• Strong organizational and planning skills.


• Able to answer multi-line telephone system.


• Contact contractors to keep all required documentation up to date, including WSIB, Certificate of Insurance, and invoice requests.


• Acknowledge and communicate with corporate clients on their internal invoicing and service CRM systems.


• Portal Management.


• Log service calls into local CRM data system.


• Able to work a rotation for dispatching service calls on weekends.


• Other duties as and when assigned.

Qualifications:

• Willingness to learn and unafraid to seek clarity when needed.


• Ability to plan and seek answers independently.


• Effectively follow up with all necessary parties.


• Excellent verbal and written communication with all different personalities and customers.


• 2 years of relevant work experience in a customer call center environment handling customer requests, sales, account or order changes and issues.


• Strong computer skills, including knowledge of Microsoft Office applications- Word, Excel, Outlook; familiarity with internet and applications.


• Strong customer service skills, both on the telephone as well as in person.


• Experience working with an ERP system, preferred.


• Experience in Service-based work environments, preferred.

Why Work For Us:

Join Metro Compactor Service, an industry leader in the waste & recycling equipment sector in Canada. As we aim for North American expansion, we're all about pushing boundaries, be it promoting employee skill development, leading innovative technologies, or consistently delivering our Super Service promise. Our greatest strength? Our people, who make our groundbreaking tech and market leadership possible.

So, if you're all about making a big difference in an environment that values you as much as your skillset, come join the Metro family. Let's shape the future together!

• Recognized Excellence: As a certified Great Place to Work, Canada's Top 100 Small & Medium Employers, and recipient of the Innovation Award by the Brampton Board of Trade, our reputation speaks for itself.


• Rewarding Package: Enjoy competitive salaries, flexible time off with 2 vacation policies to choose from, maternity-leave top up, and the security of our company-matched retirement program. Plus, choose from three tailored benefits packages with extended coverage to suit your individual needs


• Employee Growth: We encourage and support your growth through internal learning opportunities, mentorship, and a Training Reimbursement Program


• Company Culture and Engagement: Participate in regular company events and charitable initiatives that enrich our family-oriented culture. A safe and positive work environment is our top priority and our staff have voted us a Great Place to Work for good reason!

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At Metro Compactor Service, we take pride in being recognized as a certified Great Place to Work. As an equal opportunity employer, we truly believe that a diverse workforce best represents the community we serve and enhances our ability to provide excellent service to our customers. We are committed to attracting and retaining a vibrant mix of passionate and talented individuals from a variety of backgrounds, demographics, and life experiences.