Customer Service Representative

Why Join Critical Environment?

As the largest independent commercial gas detection manufacturer in North America, Critical Environment Technologies (CET) designs, manufactures, and services gas 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 devices are found in all U.S. states and Canadian provinces, and in more than 20 countries worldwide.

CET’s equipment is at the leading edge of a quickly evolving space and we have a strong commitment to customer satisfaction, safety, and environmental protection. Our products 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, and cannabis production facilities. Ongoing R&D ensures that our equipment remains cutting‑edge.

We are looking for a highly organized, customer‑focused Customer Service Representative to support both our Customer Success and Field Service operations in Delta, BC. This is a full‑time, in‑office role (Monday to Friday, 7:30 am–4:00 pm).

This role is centered around one core objective: continuously asking how we can serve our customers better and deliver the best possible experience.

You will support customer communication, coordinate field service activities, maintain operational 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 will also provide backup support for the Field Service Coordinator function, assisting with scheduling, service coordination, and customer communication as needed. Over time, this role may expand to include additional responsibilities within Customer Success or Service Operations.

• Deliver an exceptional customer experience and serve as a primary point of contact for customer inquiries
• Follow up on customer requests to ensure timely resolution and closure
• Respond promptly and professionally to customer requests via phone and email, providing accurate information
• 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 the appropriate departments, such as technical support, sales, or field service
• Assist with order entry and service coordination when required, ensuring accurate and efficient processing
• Assist with new dealer onboarding activities
• Document and maintain core customer success processes and Standard Operating Procedures (SOPs)
• Identify opportunities to improve customer workflows and operational processes

• Provide support and backup coverage for the Field Service Coordinator position
• Assist with 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
• Assist with service quoting, documentation, and invoicing as required
• Triage incoming service requests and route them to appropriate technical resources, ensuring timely resolution

The right person for this role is proactive, 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.

• 1‑3 years experience in a customer service role
• Collaborative attitude, able to work effectively within a team and across departments
• Strong communication skills, both written and verbal
• Strong customer service orientation with a genuine desire to assist customers and exceed their expectations
• Demonstrated ability…