**PLEASE READ COMPLETE DESCRIPTION BEFORE APPLYING. CANDIDATES WHO DO NOT FOLLOW OUR APPLICATION PROCESS WILL NOT BE CONSIDERED**
Position Title: Customer Service & Office Support Representative
Why joining our Basco Calgary team?
We’re not looking for a receptionist.
We’re hiring the person who keeps customers happy, sales moving forward, sees opportunities for process improvement & acts on them.
Basco Calgary is a growing service company, and this role is the operational heartbeat for customers service, inbound sales conversions and administrative support. If you love direct interaction with customers, are able to effectively follow up with them and turn inquiries into sales, all while handling multiple other administrative tasks — you’ll thrive here.
You possess excellent communication skills, a natural ability to inspire trust, with solid experience in the window industry?
IF THE ABOVE RESONATES WITH YOU, WE WANT TO HEAR FROM YOU!
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
You’re a Strong Fit If You:
- Stay calm when things get busy
- Naturally follow up without being reminded
- Truly enjoy talking to customers (not avoiding them)
- Notice inefficiencies and actively work with your team to fix them
- Are comfortable with admin, numbers, and systems
- Want to grow into outside sales work
Not a Fit If You:
- Prefer quiet, repetitive work
- Dislike phone interactions
- Need constant supervision
- Get overwhelmed easily by changing priorities
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 Customer Service & Office Support Representative’s role is to bring support to our Office Coordinator (OC). Under the lead of our OC, the incumbent will ensure optimal customer service and act as a key player in maintaining the company reputation. Being responsible for ensuring prompt answers to our customers' requests through phone, email and internal systems, the Customer Service & Office Support Representative 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 requires 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. Direct support to the OC for scheduling tasks, including setting up initial appointments ensuring that scheduling of our technician & estimator routes is done in a way to optimize a rapid customer service and minimize driving time.
4. All orders are followed up regularly, and inventory kept at optimal levels.
5. Active collaboration with our CRM contributes to our current targeted areas of growth.
6. A source of true leverage. The OC can rely on the Customer & Office Support Representative to handle incoming phone calls & email enquiries, as well as some level of administrative tasks so that she can focus on other 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 / text messages 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 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.
· Assist the OC in managing the schedule for technicians / estimators to ensure timely onsite follow ups on initial quotes, timely completion of approved work, and efficient routes for each technician.
· Overseeing requirements for shop work and collaborating with OC to schedule & document work progress
· Sending appointment reminder communications to customers through our systems.
· Generating purchase orders to ensure adequate shop inventory and supply for the execution of approved work.
· Ensuring that inventory systems are up to date, with proper Kanban levels set up for each inventory item.
· Tracking customer satisfaction through weekly customer satisfaction surveys.
· Providing administrative support to the OC and Field Technicians.
· Assist the OC in managing accounts receivable to meet payment targets.
· Assist the OC in creating and implementing company Standard Operating Procedures.
· Contribute to Start-of-Day meetings with Field Technicians.
· 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:
- Excellent communication skills with proven customer service experience.
- Impeccable spoken and written English skills.
- Truly enjoys and thrives engaging with customers (not avoiding them)
- Ability to thrive and maintain efficiency in frequent task shifting.
- Desire to learn and exceed customer expectations.
- Reliable with patience and professionalism.
- Experience in the window & glass industry is a strong asset.
- Team player with high level of dedication.
- A strong belief in the Basco Core Values, and commitment to upholding them in every task.
- Ability to think outside the box and find solutions to unique challenges.
- High level of autonomy and ability to work by yourself.
- Full proficiency with Outlook, Microsoft Office (Word, Excel).
Decision level & Entrepreurial Authority:
- 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.
- Contribution, along with Office Coordinator, to the development & implementation of new administrative procedures to improve workflows
Work conditions :
- Schedule: 32hrs per week. This is a 4-day-per-week position. Mondays are required, with the remaining 3 days to be agreed upon based on operational needs and candidate availability. Hours may increase based on seasonal needs).
- Hours of work generally from 7:45am to 4:15pm, some overtime may be required at times.
- 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/CUutRQFQwwefxHos7
Pay: From $24.00 per hour
Benefits:
- Dental care
- Extended health care
- Life insurance
- Vision care
Experience:
- window industry: 2 years (required)
Work Location: Hybrid remote in Calgary, AB T2J 0A7
