Customer Care Specialist

Benefits:

• Company parties
• Competitive salary
• Dental insurance
• Flexible schedule
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

About Us


Ideal Siding is one of the fastest-growing home improvement companies in North America, specializing in high-quality siding replacement and installation. With a commitment to exceptional craftsmanship and customer satisfaction, we help homeowners enhance the beauty, durability, and value of their homes.

Are you passionate about delivering top-notch service and quality? Do you love connecting with people and driving business growth? Are you energized by helping others and solving problems? If you have a strong desire to learn, grow, and contribute to success, wed love for you to join our vibrant and thriving team at Ideal Siding.

About the Role


At Ideal Siding, exceptional customer service is at the heart of what we do. Were looking for a Customer Care Specialist who will be the first point of contact for our customers. As part of our team, youll engage with customers, understand their needs, and guide them in the right direction. Your clear communication, active listening skills, and empathy will play a crucial role in creating positive interactions and helping homeowners take the next step toward improving their homes. In our fast-paced environment, attention to detail and the ability to multitask are essential.

This is a hybrid role, with 12 days per week in our Burnaby office and the flexibility to work remotely the rest of the time.

Key Responsibilities:


General:

• Engage with customers in a friendly and professional manner, actively listening to their needs and concerns.
• Provide prompt and accurate assistance to customers, addressing their inquiries and resolving issues effectively.
• Collaborate with internal teams to ensure timely resolution of customer concerns and provide updates as needed.
• Maintain detailed records of customer interactions and transactions for reference and future follow-up.
• Continuously identify opportunities for improvement in processes and customer service delivery.
• Stay up-to-date with product knowledge and company policies to provide accurate information to customers.
• Coordinate and schedule meetings for our team of project managers, ensuring efficient planning and timely updates.

Commercial Outreach & Support:

• Conduct outbound phone and email outreach to general contractors, property managers, and commercial developers to introduce Ideal Siding and build long term relationships within assigned territories.
• Identify active commercial projects and upcoming bid opportunities, while ensuring Ideal Siding is considered for preferred bidder and tender lists.
• Maintain consistent follow up communication and accurately track outreach activities, project leads, and bid opportunities in internal systems.
• Serve as a professional first point of contact when supporting the Customer Care team, documenting interactions and routing inquiries appropriately.
• Coordinate meetings between commercial stakeholders and internal teams, and collaborate cross functionally to support pipeline growth and improve outreach processes.
  
  

Qualifications and Skills:

• Previous experience in a customer service, call centre, or administrative role is preferred but not required.
• Previous experience working with a US customer database is preferred.
• Must have proficiency in using customer support software and systems.
• Strong passion for delivering exceptional quality of service.
• Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively.
• Empathy and strong problem-solving skills to effectively address customer needs and resolve issues.
• Ability to work collaboratively in a team environment, sharing ideas and contributing to a positive work culture.
• Proactive and adaptable mindset to handle changing customer demands and priorities.
• Broad availability to accommodate shifts between 5:00 AM to 6:00 PM, including Saturdays once or twice a month.
• This will be a hybrid role. To work from home, you must have a fast-speed internet connection. Reliability will be key.
  
  

Why youll love working with us:

• Flexible hybrid schedule (12 days/week in-office)
• Extended health care benefits, including dental and vision
• Supportive and collaborative team environment
• Opportunity to learn, grow, and advance your career
• Be part of a reputable and fast-growing home improvement brand
• Competitive wage starting at $20/hour, with an increase to $22/hour after a successful probation period.
  
  

Flexible work from home options available.