Customer Service Representative - Call Centre

Who are we

RGH
, a division of Heritage Food Service Group of Canada, is the largest service provider for the food service industry in Toronto (GTA) with operations in the South-Western Ontario area. We have over 125 years of history and our licensed, factory-trained technicians minimize downtime and prioritize urgent service. In addition, we have an extensive support team to drive service excellence and we maintain a sizable inventory of OEM parts. We are the industry leader in Canada, and we care beyond service!

A Day in the life
The individual is the first point of contact for the customer, brings service excellence that is of the highest quality and leaves them with the strong impression that they have been listened to and that they will be looked after. Providing careful and accurate processing of paperwork, data entry, and email communications for customers and other stakeholders, are also key aspects of quality customer service.

A Typical Day
• Manage all inbound/outbound calls in a courteous, client-oriented manner.
• Proficient and timely customer email correspondence.
• Process customer service requests through the computer system, ensuring accuracy.
• Maintain strong working relationships within the Service Department.
• Responsible for handling customer service requests from creation to completion, ensuring exceptional service.
• Handles all incoming communication from customers and other stakeholders.
• Provides customers with updates, ETA's, schedules and contacts subagents, technicians and other stakeholders as needed.
• Act as the primary contact for conflict resolution by demonstrating strong listening and negotiation skills while speaking with irate customers to reduce escalation and increase customer satisfaction.
• Builds positive relationships with all customers through active listening and providing opportunities to the customer for better service.
• Warranty verification.
• COD Payment processing.
• Other duties as assigned.

What You Need to Land This Opportunity
• Minimum high school graduation required.
• Minimum of 1-2 years' experience working in customer service.
• Must have experience with a current ERP system.
• Intermediate computer skills: Microsoft Office (Word, Excel and PowerPoint), email applications (MS Outlook) and the ability to learn new computer systems.
• Minimum 50 wpm.
• Ability to keep information confidential.
• Strong data entry skills, basic math and proofreading abilities.
• Strong time management, organization and multitasking abilities.
• Excellent English communication skills over the phone, in person and through email.
• Manual dexterity required to use desktop computer and peripherals.
• Ability to sit and operate a computer and telephone for long periods of time.
• Overtime may be required.

Why work for us?
• Industry-leading compensation
• Each day brings new challenges and endless learning opportunities.
• Comprehensive group benefits and retirement savings program
• Extended health, dental and Long-Term Disability coverage
• Employee Assistance Program
• Training and Development Opportunities
• 24/7 Resources and Support
• Industry leaders in Canada
• You will be part of a growing, stable organization, that is the industry leader in Canada

Our recruitment process
At RGH we follow a standard recruitment process with each candidate we contact:
• After completing your application through our career website or a job board, you will receive an email from RGH, letting you know that we received your application.
• Any emails you receive will come from one of these domains: @hfsgc.ca; @rghservices.ca; @partstown.ca; @applicantemail.com.
• We do not use AI or automated systems to conduct interviews or make hiring decisions - all steps in our recruitment process involve real members of our HR and hiring teams. If your application is being considered for further review you will receive an email from one of our HR team to set up a telephone interview.