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Service Desk Associate

Tool Beast
Kingston, ON

Quick apply

Job details

Part-time
$20 an hour
5 days ago

Qualifications

Computer operation
Customer communication
Labelling
Greeting customers
Filing
Technical support
Client services
Customer service orientation
Data entry
Cleaning
Stocking
Client interaction

Full job description

Tool Beast Ltd. — Kingston, Ontario

Join the Tool Beast Team

Tool Beast is looking for friendly, reliable, and organized people to join our growing team as Service Desk Associates.

This is a customer-facing position at the heart of our repair operation. You'll help customers when they bring tools in for service, pick up completed repairs, call with questions, and need help navigating the repair process.

Previous tool or repair experience is not required. We're much more interested in finding someone who communicates well, is dependable, pays attention to details, and is willing to learn.

We are particularly interested in applicants with weekday daytime and Saturday availability.

About Tool Beast

Tool Beast is a Kingston-based tool and equipment sales, service, and repair business serving contractors, tradespeople, businesses, municipalities, and homeowners.

Our team provides warranty and non-warranty repairs, tool assessments, parts support, equipment service, and new tool sales across a growing range of professional brands.

We're a busy, hands-on workplace where good customer service, teamwork, problem solving, and getting the details right matter.

What You'll Do

Help Customers at the Service Desk

You'll often be the first person a customer interacts with when they visit or call Tool Beast.

Your responsibilities will include:

Greeting customers and determining how we can help
Answering incoming telephone calls
Responding to basic questions about repairs and service
Directing more technical questions to the appropriate team member
Providing customers with updates and information
Helping create a friendly, professional customer experience

Check Tools In for Repair

You'll help customers start the repair process by:

Receiving tools and equipment
Collecting and confirming customer information
Identifying model and serial numbers
Accurately documenting the customer's concerns
Creating service and repair tickets in our system
Identifying whether a repair may be warranty or non-warranty
Explaining what happens next in the repair process
Making sure tools and customer information are properly labelled and organized

Accuracy is important. The information collected at the Service Desk follows the repair throughout our entire process.

Help Customers Pick Up Completed Repairs

When repairs are ready, you'll help:

Locate completed tools
Confirm customer and repair information
Review basic repair information with customers
Process invoices and payments
Complete pickups accurately
Direct technical questions to our service team when necessary

Answer Phones & Support Customers

You'll answer incoming calls and help customers with questions such as:

Is my repair ready'
Can you repair my tool'
What do I need to bring with me'
How does warranty service work'
What are your hours'
Do you carry a particular product or part'

You don't need to know all the answers on your first day. We'll teach you where to find information and when to involve another member of the team.

Keep Things Organized

When the Service Desk is quieter, you'll help with:

Customer follow-up
Data entry
Filing and repair documentation
Organizing completed repairs and customer pickups
Restocking supplies
Inventory tasks
Cleaning and organizing the Service Desk and customer areas
Other day-to-day tasks that help keep Tool Beast running smoothly

What We're Looking For

We're looking for someone who:

Enjoys working with people
Communicates clearly and professionally
Is comfortable answering the phone
Is dependable and punctual
Pays attention to details
Can stay organized in a busy environment
Is comfortable using computers and learning new software
Can follow established processes and procedures
Can manage several priorities at once
Works well as part of a team
Takes initiative when something needs to be done
Is willing to learn about tools, equipment, repairs, and warranties
Can remain professional when dealing with an upset or frustrated customer

Experience

Customer service, retail, administrative, reception, parts, automotive, equipment, construction, or trades experience is an asset, but not required.

Knowledge of power tools is also an asset, but it isn't a requirement.

We can teach you about tools.

We're looking for people who already bring the things that are harder to teach: reliability, professionalism, curiosity, attention to detail, and a genuine desire to help customers.

Availability

Tool Beast's new store hours are:

Monday–Friday: 8:00 AM–6:00 PM
Saturday: 9:00 AM–5:00 PM
Sunday: Closed

This is a part-time position with shifts scheduled based on business needs and employee availability.

Daytime availability Monday through Friday and availability on Saturdays are particularly important to us.

Our schedule includes a mix of morning, daytime, afternoon, and closing shifts.

Students are welcome to apply, including high-school, college, university, and skilled-trades students. However, this position is open to applicants of all backgrounds and stages of their careers.

Physical Requirements

The position involves working around power tools and equipment. Applicants should be comfortable:

Standing and moving throughout a shift
Handling customer tools and equipment
Regularly lifting smaller power tools
Occasionally lifting items weighing up to approximately 50 lbs with appropriate assistance when required
Working in an active retail and repair environment

What You'll Gain

This isn't just a traditional retail counter position.

You'll gain practical experience in:

Customer service
Business operations
Service and repair management
Warranty processes
Point-of-sale and service software
Product identification
Problem solving
Inventory
Professional communication
Power tools and equipment

There may also be opportunities to learn other parts of the Tool Beast business as you gain experience.

The Person We're Hoping to Find

You don't need to walk through the door knowing the difference between every Milwaukee, Makita, Bosch, EGO or other tool we service.

You do need to be willing to learn.

A great Service Desk Associate is someone who can have a contractor walk in with a broken tool, another customer waiting to pick up a repair, and the phone ringing — and still greet everyone professionally, stay organized, and work through each customer one at a time.

If you're dependable, enjoy helping people, learn quickly, and like working in an environment where every day is a little different, we'd like to hear from you.

How to Apply

Please submit your resume along with your availability.

When applying, please clearly indicate:

Which days Monday through Saturday you are available
Your typical available hours on those days
Approximately how many hours per week you are looking for
Whether your availability changes during the school year, if applicable

Tool Beast Ltd. is committed to providing an inclusive and accessible recruitment process. Accommodation is available for applicants with disabilities throughout the recruitment process upon request.

Quick apply

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