Since 1968, Kampen has been a family-owned premium residential appliance business completely focused on customer service excellence. We have the honour of being the "only" Premier Factory Certified Service Centre in the Greater Toronto and Hamilton Area (GTHA) as well as Barrie, Muskoka and the northern surrounding areas servicing Sub Zero, Wolf, Sirius and Cove products. You can find more details at www.kampenappliance.com.
Position Summary
This is a front-line role combining customer support with office coordination. You’ll handle inbound inquiries, book and follow service calls, keep Salesforce records accurate, own first-tier escalations, coordinate external vendors, and support VIP clients. This posting is for an existing position that is available now.
Key Responsibilities
Customer Support
- Answer phones/emails/chats; triage and resolve issues or route to the right team.
- Create and update service requests/work orders in Salesforce Field Service.
- Provide status updates, warranty/returns guidance; issue RMAs or credit memos.
- Log all interactions in CRM; aim for first-contact resolution and high CSAT.
First-Tier Escalation
- Serve as the first escalation point for complex/dissatisfied contacts before Tier 2/management.
- De-escalate, set expectations, and provide next steps; acknowledge within 30 minutes during business hours and drive resolution/plan within 1 business day.
- Escalate to Tier 2/manager for safety, repeat failures, missed commitments, legal/VIP/system incidents.
- Maintain an escalation log; document root cause and preventive actions.
Vendor & Partner Management
- Act as day-to-day contact for external vendors (parts suppliers, couriers, warranty providers).
- Place/track POs, confirm lead times, resolve shortages/returns, and follow up on credits.
- Monitor vendor SLAs (on-time delivery, quality issues); raise and track vendor escalations.
- Maintain an updated vendor directory and rate sheets.
VIP Client Care
- Serve as a dedicated point of contact for VIP/strategic accounts.
- Provide proactive updates, appointment coordination, and follow-through after service.
- Prioritize within policy, ensure white-glove communication, and capture feedback.
- Scheduling & Coordination
- Book/adjust technician schedules; confirm with customers.
- Coordinate parts availability, delivery windows, and post-service follow-ups.
- Prepare quotes, work authorizations, and service agreements; obtain approvals.
Administrative Operations
- Maintain accurate digital files and reports (daily call volume, backlog, NPS/CSAT).
- Support AP/AR (match POs/invoices, collect missing info, follow up on overdue accounts).
Data Quality & Compliance
- Maintain clean customer/asset records; follow naming/entry standards.
- Handle personal information per PIPEDA and company policies.
Qualifications
- Experience: 5+ years in combined admin + customer service. Strong background in vendor coordination and VIP/client care preferred (field service/repair industry is an asset).
- Technical: Microsoft 365 (Outlook, Excel, Word, Teams); CRM/ERP proficiency (Salesforce preferred). Typing ≥50 wpm with high accuracy; comfortable with basic reporting.
- Communication & Soft Skills: Professional written/verbal communication, diplomacy with VIPs and vendors, negotiation/follow-through, and conflict de-escalation.
- Professional Traits: High discretion/confidentiality, strong organization, ability to juggle priorities and meet deadlines.
Core Competencies
Customer Focus • Stakeholder/Vendor Management • Conflict Resolution & Judgment • Problem Solving • Time Management • Ownership/Follow-Through • Discretion
This organization fosters a workplace in which individual differences are recognized, appreciated, and respected. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.
Applications are reviewed and hiring decisions are made by our human resources and management teams. Our hiring process includes the use of artificial intelligence to screen applications for minimum qualifications and relevance to the role.
In accordance with Ontario legislation, job postings and application materials are retained for a minimum of three years.
Job Type: Full-time
Pay: $55,000.00-$65,000.00 per year
Benefits:
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- Vision care
Ability to commute/relocate:
- Woodbridge, ON L4L 5Y8: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 5 years (required)
- CRM software: 1 year (preferred)
- Microsoft Office: 3 years (preferred)
Language:
Work Location: In person
