Customer Support Specialist

Premier Equipment

Ontario
Permanent
Full-time

2 months ago

Overview:Premier Equipment is a full-service John Deere dealership serving agriculture, lawn care, commercial grounds, and compact construction customers across Southern Ontario. With 20 locations and over 190 skilled technicians, we deliver innovative equipment, expert service, and unmatched support.Since the 1950s, we’ve grown with a clear purpose: To be the best part of our customer’s day by improving their business and lifestyle. Whether it’s solving equipment issues or offering new technology, we’re here to make their day better—and yours too.It’s an exciting time to join Premier. Come grow with us. What You'll Be Doing:The Customer Support Specialist is responsible for providing outstanding customer service and support to clients. This role involves handling customer inquiries, resolving issues, and ensuring customer satisfaction. The ideal candidate will have excellent communication skills, a strong customer service background, and the ability to work in a fast-paced environment. Responsibiliites:

Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
Provide accurate information about products, services, and policies.
Troubleshoot and resolve customer issues, escalating to higher-level support when necessary.
Assist customer in identifying and ordering the correct part for their equipment (including related/associated parts).

Collect machine symptoms and customer concerns; accurately document details to support Service diagnostics and scheduling.

Maintain detailed and accurate records of customer interactions in the CRM system.

Coordinate with Parts, Service, and other departments to ensure smooth handoffs and timely resolution.

Follow up with customers to ensure their issues are resolved and they are satisfied with the service provided.
Collaborate with other departments to address and resolve customer concerns.
Identify opportunities to improve customer service processes and suggest enhancements.
Stay up-to-date with product knowledge, company policies, and industry trends.

Qualifications:

High school diploma or equivalent; additional education or certifications in customer service or a related field is a plus.
Minimum of 1-2 years of experience in a customer support or customer service role.
Excellent communication skills, both verbal and written.
Proficient in using CRM systems and other customer service software.
Strong problem-solving skills and attention to detail.
Ability to multitask and handle a high volume of inquiries in a fast-paced environment.
Strong interpersonal skills and the ability to work well in a team.
Bilingual skills are a plus.

Work Environment:

This position typically operates in an office environment.
The role may require extended periods of sitting and using a computer.
Occasional travel may be required for training or meetings.

Performance Metrics:

Customer satisfaction scores.
Average response time to customer inquiries.

Answered calls – missed calls
Return call time
Resolution rate of customer issues.

Verification of location follow up
Accuracy and completeness of records in the CRM system.

Gathering information necessary to support customers
Internal inquiries

At Premier Equipment, we are committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected and supported. We offer accommodation for applicants with disabilities as part of its recruitment process. If you are contacted to arrange for an interview, please advise us if you require an accommodation.#HP02 What's in It for You:At Premier Equipment, we invest in our people and reward their contributions with a competitive and supportive compensation package, including:

Comprehensive Health & Dental Coverage (includes vision and paramedical services)
Company-Matched RRSP
Annual Profit Sharing
Boot & Tool Allowance
Apprenticeship Scholarships
Employee Assistance Program (EAP)
Company Vehicle (for qualifying positions)

Premier Equipment

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