Customer Service Representative Work Mode: Onsite Location: Armstrong, Canada Opportunity The Hytec Customer Service Representative acts as a Brand Ambassador for our customers by building relationships and creating loyalty. CSR’s provide first level inbound telephone and email support for customers by troubleshooting, investigating, and resolving customers' inquiries about Hytec products with the goal of resolving each issue on the first contact. You will be expected to provide empathetic, courteous, quality customer service in an accurate and timely manner in accordance with Hytec protocols while maintaining a positive, problem-solving approach. In addition, a CSR will provide secondary-level support in technical situations and work closely with the technical team, Engineering, Sales, and Quality to resolve customer issues. Specific Responsibilities Primary Brand Ambassador for Western Canada and parts of Eastern Canada and the United States. Serve as the customer advocate by solving problems on the customer’s behalf and engaging the appropriate people/departments as necessary. Efficiently handle incoming wholesaler / consumer phone calls and emails by entering orders, tracking orders, provide product availability and other shipping information and troubleshooting. Taking appropriate action. Manage load planning of trucks in conjunction with operations and shipping department. Support end customers and trade professionals through step-by-step installation and/or maintenance process of Hytec products. Perform troubleshooting and provide advice on specification guidelines with plumbers, designers, wholesale and showroom personnel and homeowners Handle product and warranty questions / concerns. As required, authorize the dispatch of Hytec Authorized Service Representatives (ASR’s) to inspect and/or repair products as necessary in the field. Own customer interactions and work with leadership to see through to a win-win resolution for the customer and the company. Assist with customer visits to the factory. Assist with ongoing reviews of procedures and implementing any changes to maximize up-time and phone coverage. Track trends in product requests and variations and report as appropriate. Uphold the Hytec brand with professional presentation / image as well as professional phone and writing etiquette. In addition to current products, know the historical background of products. Effectively use all tools / resources available, including technical literature and price books. Skills/Requirements High school diploma required, 2 - 4-year diploma/degree preferred. A minimum of two years office environment work experience is desired – preferably in a customer service and / or call center. To be successful in this position, computer experience is necessary.

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