THE DUFRESNE GROUP - POSITION DETAIL

Customer Service Agent - Winnipeg Service Centre

Department: Service Centre
Location: Winnipeg
Job Type: Full Time
Professional Areas: Call Centre
Salary Range: Depending on Qualifications
Description:

We are one of Canada’s 50 Best Managed Companies!

Dufresne Furniture and Appliances has created a strong reputation for great product assortments and providing home furnishing solutions to the Canadian consumer built on a foundation of service excellence. For 25 years Dufresne has continued to stand on our promise of “A Better Experience”.
 
With 11 stores in Ontario and Manitoba and plans for growth and expansion, Dufresne continues to place a high value on respect and integrity with our customers, our employees and our suppliers. Passionately focused on our customers, hard working and results oriented, we are proud to be one of “Canada’s 50 Best Managed Companies” for over 10 years making us a an elite member of the Platinum club.

We are currently seeking Customer Service Agents for our Service Centre in our Winnipeg Distribution Centre located at 230 Panet Road.

Position overview:

  • Responsible for addressing customer service issues in relation to Delivery Issues, Manufacturer Warranty claims, and Extended Warranty Claims.
  • Provide notification to customers regarding delivery windows and repair technician schedules for next day service.
  • Provide excellent customer service to internal and external customers
  • Monitor the phone queue to answer customer calls in a timely and professional manner
  • Communicate with customers by following company’s resolution process:
    -Product Knowledge
    -Customer Service
    -Decision Matrix
  • Process Extended Warranty claims including probing to determine issue, eligibility for coverage and best resolution method.
  • Contact customers through outbound queue to provide updates to open service order status, to apprise of resolution decisions and to schedule technicians.
  • Negotiate resolutions with customers with regards to their product within authorized policies and amounts.
  • Accurately opens, monitors and closes Customer Service Orders using Standard Operating Procedures (SOP’s) including proper allocation of costs
  • Accurately records Delivery Completion Data
  • Customer Invoicing
  • Coordination of 3rd party Remove Old service
  • Initiate parts ordering
  • Reviews scheduled deliveries

Qualifications:

  • High School Diploma with 1-2 years customer service experience preferred
  • Experience in an in-bound call centre or help desk an asset

Skills required:

  • 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 maintain composure and works well under pressure/stress
  • Well organized with ability to prioritize and juggle multiple tasks
  • Ability to work independently
  • Excellent negotiation skills

Dufresne is committed to investing in our employees through world class training programs and a great work environment that solidify our position as an employer of choice. What do we offer?

  • Market competitive wages;
  • Comprehensive benefits plan, educational assistance program and excellent employee discounts;
  • Career growth and continuous development;
  • Respectful and family-oriented working environment with strong company values.
The Dufresne “Better Experience” is for everyone. Our customers, our employees – what about you?

Apply Now! 

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