Description

The Customer Care Representative (CCR) will serve as the first point of contact for customers and potential customers to provide product/service information, answer questions, and assist in problem resolutions by routing calls to the appropriate department. Your main accountability will be to answer calls on our multiline phone system, ensuring the callers reach their intended parties with expert customer service skills. CCR's will be expected to work either first shift (7am-4pm) or second shift (11am-8pm) depending on position availability.

• Answers, screens, forwards, and routes all incoming phone calls (via ShoreTel system) in a professional manner.
• Provides proactive customer outreach and service including resolving customer complaints.
• Collects and analyzes customer feedback
• Maintains digital records of contact with customers and the outcomes of their interactions
• Anticipate customer needs, following up with previous customers to offer reorders or additional services
• Answer any questions the customer may have about available products and services
• Establish new customer accounts, recording account information on written forms or digitally
• Listen to customer concerns and complaints with the goal of identifying the causes of the problem
• Select appropriate responses to customer issues and work quickly to resolve them
• Refer advanced cases to management for resolution, providing background information as necessary

Sales Opportunities:

• Creates sales quotes for new inquiries and win the job when the opportunity doesn't require a job walk or branch assistance.
• Follows-up on sales quotes and leads.
• Recruit potential customers by recommending goods or services and demonstrating how they benefit the customer personally
• Makes out-bound calls to gain new business opportunities.
• Assists in other tasks when required by the Inside Sales Manager.
• Serves as first point of contact, setting tone for the organization for customer experiences.

Qualifications

• Education: High school diploma
• Minimum one year in an office environment; Experience working with word processing, spreadsheets, printers, copiers, scanners, faxes, and call forwarding systems desired.
• Dedication to customer satisfaction; Friendly & professional customer service (internal & external); exceptional interpersonal and communication skills.
• Experience answering multi-line phone and routing calls to appropriate people
• Excellent written and verbal communication skills.
• Excellent listening skills and an empathetic voice and manner
• Basic knowledge of computer software and office systems. Customer Relation Management (CRM) and Microsoft Office skills preferred.
• Ability to thrive in fast-paced environment, multitasking while keeping focus on the customer
• Familiarity with all the goods and services offered by the company
• Aptitude for learning and demonstrating sales & marketing skills, desire to continuously learn department and business offerings (products & services) to route calls efficiently minimizing customer hand-offs
• Strong attention to detail with positive a self-motivated work ethic
• Customer service quoting skills preferred
• Must be able to work in a team setting
• Flexibility to shift hours to cover duties as requested.
• Fully applies oneself to the requirements of the position

Will be required to successfully complete pre-employment screening, which includes criminal background check, credit check, MVR history and drug test.

Badger Daylighting, and its parent company Badger Infrastructure Solutions Ltd. (TSX:BDGI), is North America's largest provider of non-destructive excavating services. We work for contractors and facility owners in a broad range of infrastructure industries, including energy generation, electricity and natural gas transmission networks, roads and highways, telecommunications, water and sewage treatment and general municipal infrastructure.

Our key technology is the Badger HydrovacTM, which is used primarily for safe excavation around critical infrastructure and in congested underground conditions. The Badger Hydrovac uses a pressurized water stream to liquefy the soil cover, which is then removed with a powerful vacuum system and deposited into a storage tank. Badger manufactures and designs our truck-mounted hydrovac units, giving us the opportunity to incorporate feedback from our hydrovac operators into existing and future design and manufacturing processes.