Customer Service Agent

The Dufresne Group is currently seeking remote Customer Service Agents located in Winnipeg for our Guest Care Team.

As a Customer Service Agent you will be responsible for addressing Customer Service issues in relation to Delivery, Manufacturer Warranty claims, and Extended Warranty claims, including ownership of a service case load and management of service providers and provide notification to customers regarding delivery windows and repair technician schedules.

The Dufresne Group is committed to investing in our team members; we offer:

• Market competitive wages;
• Comprehensive benefits plan and excellent employee discounts;
• Employer Sponsored Retirement Savings Plan;
• Career growth and continuous development;
• Respectful and family-oriented working environment with strong company values.

As a Customer Service Agent, you will:

• Provide excellent Customer Service to internal and external guests.
• Monitor the phone queue to answer guest calls in a timely and professional manner.
• Communicate with guests by following company’s resolution processes, based on: Product Knowledge, Customer Service guidelines & Decision Calculator.
• Process Extended Warranty claims including probing to determine issue, eligibility for coverage and best resolution method.
• Execute extended protection plan sales.
• Contact guests through outbound queue to:

• Provide updates to open service order status, to apprise of resolution decisions and to schedule technicians.
• Book deliveries and advise of delivery/technician timeframes.

• Negotiate resolutions with guests with regards to their product within authorized policies and amounts.
• Accurately open, monitor, and close Customer Service Orders using Standard Operating Procedures (SOP’s) including proper allocation of costs.
• Accurately record Delivery Completion Data.
• Complete Customer Invoicing.
• Invoice and ship documentation reconciliation as required.
• Initiate parts ordering.
• Greet and answer telephone inquiries regarding deliveries as required.
• Review scheduled deliveries.
• Understand and follow all safe work practices and rules.
• Balance the needs of the guest with the business requirements of the organization.

As a successful candidate you will have the following:

• High School Diploma with 1-2 years Customer Service experience preferred.
• Experience in an in-bound call centre or help desk an asset.
• Good computer skills with working knowledge of Microsoft Office products and ability to learn in-house computer programs.
• Excellent verbal communication skills and telephone etiquette with ability to negotiate tactfully and act with diplomacy and respect.
• Ability to maintain composure and work well under pressure/stress.
• Well organized with ability to prioritize and juggle multiple tasks.
• Ability to work independently.
• Excellent negotiation skills.

Other Information:

• Ability to workdays, evening and weekends as required.
• Remote/Work from Home.
• Must reside in Winnipeg.