Salary:
WHY JOIN CRITICAL ENVIRONMENT?
Critical Environment Technologies (CET)is a leader in the design, manufacture & servicing ofgas detection and indoor air quality systems.Our mission 'Safer Air Everywhere'has never been more important and drives our world-class team to do amazing work.Our products can befound in all US States & Canadian Provinces and in more than 20 countries globally.Our devices are installed in commercial HVAC, institutional, municipal, and industrial applications including parking facilities, refrigeration plants, commercial swimming pools, water purification plants, arenas, wineries, breweries, wastewater treatment plans & cannabis production facilities. Ongoing R&D ensures thatCETs equipment is at the leading edge of a quickly evolving spaceand that we have astrong commitment to customer satisfaction, safety, and environmental protection.
Our small, collaborative team is passionate about our mission. Our culture is shaped byfive simple values: staying curious, giving ash*t about our work and each other, getting things done,maintaininga positive attitude, and acting with integrity.That means asking questions, learning continuously, showing up for our teammates and customers, and following through on what we start. Wetake our work seriously, but we also believe arespectful, supportive environmentis what allowsgreat workto happen.
THE OPPORTUNITY
We are looking for a highly organized, customer-focused Customer Service Representativeto support both our Customer Success and Field Service operations. Delta, BC.This is a full-time, in-office role(Monday to Friday,7:30am 4:00pm).
WHATYOU WILL DO:
This role is centered around one coreobjective: continuously asking how we can serve our customers better and deliver the best possible experience.
You will support customer communication, coordinate field service activities,maintainoperational 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 willalso provide backup support for the Field Service Coordinator function,assistingwith scheduling, service coordination, and customer communication as needed.Over time, this role may expand to includeadditionalresponsibilities 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 ensuretimelyresolution and closure
- Respond promptly and professionally to customer requests via phone and email, providingaccurateinformation
- 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 theappropriate departments, such as technical support, sales, or field service
- Assistwith order entry and service coordination whenrequired, ensuringaccurateand efficient processing
- Assistwith new dealer onboarding activities
- Document andmaintaincore customer success processes and Standard Operating Procedures (SOPs)
- Identifyopportunities to improve customer workflows and operational processes
Field Service Coordination(Support / Backup)
- Provide support and backup coverage for the Field Service Coordinator position
- Assistwith 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
- Assistwith service quoting, documentation, and invoicing asrequired
- Triage incoming service requests and route them to appropriate technical resources, ensuringtimelyresolution
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 communicationskills, both written and verbal
- Strong customer service orientation with a genuine desire toassistcustomers and exceed their expectations
- Demonstrated ability to manage multiple tasks and priorities whilemaintainingattention to detail
- Ability to deal with people tactfully, diplomatically, and professionallyat all times
- High school diploma or equivalent.Associate's or bachelor'sdegree in business, communications, or a related field is a plus
- Proficiencywith Microsoft Outlook, Excel, and Word
- Strong keyboarding skills with the ability to type quickly and accurately (minimum 5060 WPM preferred)
- Experiencemaintainingcustomer 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 yourelooking 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.
