We're Hiring: Customer Service Representative
ABOUT US
Capital Services is a family-run residential snow removal and lawn care company based in Stittsville. For over 20 years, we’ve built our reputation in Kanata & Stittsville on quality, care, and community. We are Ottawa's first snow removal company to be certified by the Ontario Living Wage Network, and we mean it when we say we are about More than Just Snow.
We care deeply about our team, our clients and our community, and that shows up in how we treat our people. If you want to work somewhere that invests in you and the neighbourhood you serve, we would love to hear from you.
ABOUT THE ROLE
We are looking for a reliable, positive, and organized Customer Service Representative who thrives on helping others and being part of a tight-knit team. You will be one of the friendly voices our clients come to know and trust, acting as their guide through whole customer journey from the first hello to a successfully completed service visit. This is an in-person role based at our Stittsville office.
Here's the best part: winter. When a storm rolls in, our office shifts into game mode. The phones light up, crews are rolling, and clients need calm, quick answers. Snow events are our Super Bowl. If being the steady, reassuring voice in the middle of a busy snow morning sounds like a good time rather than a bad one, you are exactly who we are looking for. You will typically work 4 days a week, but the rhythm shifts with the seasons: expect some early mornings, evenings, weekends, and holidays during active snow events, plus a busy push through our fall and spring renewal rushes. The pace is real, and so is the payoff: you are the person who keeps thousands of driveways and neighbours taken care of.
We're growing, and CSRs who show initiative have a clear path into more responsibility, including special projects like social media or internal communications.
THIS IS FOR YOU IF
Fit matters more to us than a perfect resume. We can teach our services and systems. This is for you if:
- You are solution oriented. When something goes sideways, you come with a suggested next step, not just the problem. You like figuring things out.
- You are personable. You genuinely enjoy talking with people and have a knack for making them feel heard and valued.
- You are coachable. You welcome feedback, ask questions, and are always looking to improve. You do not need to have all the answers on day one.
- You thrive in controlled chaos. A snow morning where you are answering a call, updating a quote, and helping dispatch a crew all in the same ten minutes is your kind of fun. You stay organized and accurate when everything is moving at once.
- You communicate with confidence and care. This is the heart of the role. You are clear, calm, confident, and compassionate, whether by phone or email. You speak with customers confidently, write professionally, and treat colleagues with respect. Strong phone etiquette is a must. You close the loop so nothing falls through the cracks.
- You take ownership. You follow through, keep your promises to clients, and see things through to a clear outcome.
- You are a team player. You are collaborative, not competitive. You are here for the we, not just the me, and you pitch in wherever you are needed.
- You care about the little things. The follow up call. The extra note in a file. The just checking in email. You know the small touches are what make people feel truly looked after.
WHAT YOU WILL DO IN THIS ROLE
- Care for our clients. Respond to inquiries and requests promptly, warmly, and professionally across phone, email, and other channels.
- Know our services. Become the go to expert on our offerings, pricing, and service areas so you can guide clients to the right choice.
- Prepare quotes and close. Draft accurate, complete quotes across our service lines and guide clients from first inquiry through to a booked service.
- Coordinate services. Schedule and dispatch crews so our work gets done on time, and prioritize emergency dispatches during snow events.
- Keep clean records. Accurately document every interaction, quote, and change in our CRM. Details matter here.
- Support renewals. Help clients renew their seasonal snow and lawn care contracts, sending friendly reminders and following up.
- Solve problems. Address concerns and service issues calmly and fairly, working with the team to make things right. Escalate appropriately when needed.
- Follow up and check in. Stay connected after key services with surveys and check ins, so clients feel supported, not just served.
- Educate and retain. Share helpful tips and best practices, gather feedback, and make every client feel valued so they stay with us for years.
OUR VALUES
We Care - About our work, our clients, and each other.
We Collaborate - We work better together.
We Communicate - With clarity, transparency, and respect.
We Can-Do - We take initiative and grow from every challenge.
We Celebrate - Big wins, small wins, and each other.
WHAT WE ARE LOOKING FOR
- Excellent written and verbal communication, and confident, courteous phone etiquette. This is the heart of the role and essential to succeed.
- Tech comfort with customer service software and everyday online tools.
- Customer service experience, ideally 3 or more years, is helpful, and knowledge of snow removal or lawn care is a bonus. The right attitude matters most.
- A valid driver's license and a reliable way to get to our Stittsville office.
COMPENSATION & PERKS
- A starting wage that reflects Ottawa’s living wage (and based on experience)
- Performance bonuses & profit sharing
- Health and dental benefits after 3 months
- Ongoing training and real opportunities for advancement on a growing team.
- Discounts on our services
- Snacks, great coffee and team lunches
If you are passionate about people and are ready to join our team, we invite you to apply by sending us a copy of your resume. Please include a brief cover letter letting us know why you want to join the Capital family!
Pay: From $23.40 per hour
Benefits:
- Casual dress
- Dental care
- Extended health care
- Paid time off
- Profit sharing
- Vision care
Ability to commute/relocate:
- Stittsville, ON: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Our regular hours are 8AM to 5PM, Monday to Friday. Winter snow events sometimes require early mornings, evenings, weekends, and holidays. Are you available to work shifts outside regular hours during snow season and renewal rush?
- How would you rate your comfort speaking with customers by phone? (Very comfortable / Comfortable / Somewhat / Not comfortable)
Experience:
- Customer service: 2 years (required)
Work Location: In person
