Customer Service Administrator – Service Department
Location: Reid's Furniture – Thunder Bay, ON
Position: Full-Time
About the RoleJoin a locally owned business that has proudly served the Thunder Bay community since 1968.
Reid's Furniture is looking for a highly organized, customer-focused Customer Service Administrator to join our Service Department.
This role is responsible for answering incoming customer calls, coordinating service appointments, scheduling technicians, communicating with manufacturers, and ensuring service issues are handled professionally from start to finish.
We're looking for someone who enjoys solving problems, stays calm under pressure, and takes ownership of their work without needing constant direction.
Key Responsibilities
- Answer incoming customer calls and emails regarding service requests.
- Gather accurate information and determine the best course of action.
- Schedule in-home service appointments for technicians.
- Coordinate service orders with manufacturers and suppliers.
- Order replacement parts and monitor outstanding orders.
- Maintain accurate customer records and service notes.
- Communicate with customers regarding appointment times, parts availability, and service updates.
- Prioritize multiple service requests while meeting deadlines.
- Work closely with the warehouse, sales team, and service technicians to resolve customer concerns.
- Follow established procedures while exercising good judgment when unique situations arise.
We're Looking for Someone Who
- Is a self-starter who doesn't wait to be told what to do.
- Has excellent common sense and strong problem-solving skills.
- Works independently and takes ownership of responsibilities.
- Is highly organized and able to manage multiple priorities.
- Communicates professionally and confidently with customers and coworkers.
- Remains calm and positive when dealing with difficult situations.
- Learns new computer systems quickly.
- Has excellent attention to detail.
- Is dependable, punctual, and accountable.
- Can make sound decisions and knows when to ask for guidance.
- Enjoys helping customers and finding practical solutions.
Qualifications
- Previous customer service or administrative experience is preferred.
- Experience in scheduling, dispatching, or service coordination is considered an asset.
- Strong computer skills, including Microsoft Office.
- Experience working with customer management, order entry, or service scheduling software is an asset. Training will be provided on our internal systems.
- Excellent verbal and written communication skills.
What You'll Bring
The ideal candidate is someone who naturally takes initiative. They look for solutions instead of problems, stay organized even when busy, and can confidently manage their workload without constant supervision. They understand that outstanding customer service comes from clear communication, empathy, and following through on commitments.
What We Offer
- Competitive compensation based on experience.
- Comprehensive health and dental benefits after three months of employment.
- Company pension plan after one year of employment.
- Employee discount on furniture and home furnishings.
- Paid vacation.
- On-the-job training and ongoing support.
- Opportunities for growth within the company.
- The opportunity to build a rewarding career with a locally owned business that has proudly served the Thunder Bay community since 1968.
Application Screening QuestionPlease answer the following question when submitting your application:
A customer calls because their furniture repair has been delayed, and they're frustrated. How would you handle the conversation, and what steps would you take before ending the call?
If you're someone who enjoys solving problems, working independently, and making a positive impact on the customer experience, we'd love to hear from you.
Please submit your resume along with your answer to the screening question.
We thank all applicants for their interest in joining Reid's Furniture. Only those selected for an interview will be contacted.
Pay: $45,000.00-$55,000.00 per year
Benefits:
- Company pension
- Paid time off
- RRSP match
- Store discount
Work Location: In person
