Customer Service Representative

Job Description

Job Description

WHY JOIN CRITICAL ENVIRONMENT?

Critical Environment Technologies (CET) is the largest independent commercial gas detection manufacturer in North America. We design, manufacture and service gas detection systems for commercial HVAC, institutional, municipal, and industrial applications, including parking facilities, refrigeration plants, commercial swimming pools, water purification plants, arenas, wineries and more. Our devices can be found in all US states and Canadian provinces and in more than 20 other countries, and ongoing R&D keeps our equipment at the leading edge of a quickly evolving space.

Our mission, "Safer Air Everywhere", has never been more important, and it drives our world-class team to do amazing work. It also sets our standard for customer satisfaction, safety, and environmental protection.

Our small, collaborative team is passionate about that mission. Our culture is shaped by five simple values: staying curious, giving a sh*t about our work and each other, getting things done, maintaining a positive attitude, and acting with integrity. We take our work seriously, but we also believe a respectful, supportive environment is what allows great work to happen.

THE OPPORTUNITY

We are looking for a highly organized, customer-focused Customer Service Representative to support both our Customer Success and Field Service operations. Delta, BC. This is a full-time, in-office role (Monday to Friday, 7:30 am – 4:00 pm).

WHAT YOU WILL DO:

This role is centered around one core objective: continuously asking how we can serve our customers better and deliver the best possible experience.

You will support customer communication, coordinate field service activities, maintain operational documentation, and help improve internal processes. Working closely with both the Customer Success and Service teams, you will ensure requests are handled smoothly, service is delivered reliably, and customers feel well supported at every step.

You will also provide backup support for the Field Service Coordinator function, assisting with scheduling, service coordination, and customer communication as needed. Over time, this role may expand to include additional responsibilities within Customer Success or Service Operations.

Core Responsibilities:

Customer Success

• Deliver an exceptional customer experience and serve as a primary point of contact for customer inquiries
• Follow up on customer requests to ensure timely resolution and closure
• Respond promptly and professionally to customer requests via phone and email, providing accurate information
• Maintain a friendly, empathetic communication style that leaves a positive and professional impression on customers
• Collaborate closely with internal teams to ensure customer requests are directed to the appropriate departments, such as technical support, sales, or field service
• Assist with order entry and service coordination when required, ensuring accurate and efficient processing
• Assist with new dealer onboarding activities
• Document and maintain core customer success processes and Standard Operating Procedures (SOPs)
• Identify opportunities to improve customer workflows and operational processes

Field Service Coordination (Support / Backup)

• Provide support and backup coverage for the Field Service Coordinator position
• Assist with scheduling technicians, confirming customer appointments, and coordinating service activities
• Serve as a communication link between customers, field technicians, and internal teams when supporting service activities
• Assist with service quoting, documentation, and invoicing as required
• Triage incoming service requests and route them to appropriate technical resources, ensuring timely resolution

WHAT SKILLS AND EXPERIENCES YOU WILL BRING:

The right person for this role is pro-active, detail oriented, and takes ownership of their work. You are naturally curious, look for ways to improve how things are done, and follow through to get things across the line. You bring a positive attitude, communicate clearly, and care about doing the right thing for the team and the customer.

You will also have:

• 1-3 yrs experience in a customer service role
• Collaborative attitude, able to work effectively within a team and across departments
• Strong communication skills, both written and verbal
• Strong customer service orientation with a genuine desire to assist customers and exceed their expectations
• Demonstrated ability to manage multiple tasks and priorities while maintaining attention to detail
• Ability to deal with people tactfully, diplomatically, and professionally at all times
• High school diploma or equivalent. Associate's or bachelor's degree in business, communications, or a related field is a plus
• Proficiency with Microsoft Outlook, Excel, and Word
• Strong keyboarding skills with the ability to type quickly and accurately (minimum 50–60 WPM preferred)
• Experience maintaining customer records and documentation systems
• Experience working with CRM or ERP systems; Microsoft Business Central is a plus
  
  

WHAT WE OFFER:

• A chance to make a meaningful impact while working with a supportive, collaborative team
• Full-time role with a stable, growing, and proudly Canadian company
• Comprehensive health, dental, vision, and wellness benefits
  
• Paid sick days
• Eligibility to participate in quarterly bonus plan
  
  

If you’re looking for a place where your work matters and where you can contribute to a small team doing meaningful work, we encourage you to apply. We look forward to learning more about you.