Customer Care Representative

Do you love working with talented people? So do we!

Our team is growing and we’re looking for best-in-class talent. We value experienced, career-minded employees who focus on teamwork, professionalism and an unparalleled commitment to customer service. We offer full-time employees a competitive benefits package that includes health, dental and vision insurance, along with life and AD&D insurance, 401k plans, vacation time and more.

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Position:Customer Care Representative

Location: Vaughan, Ontario

Remote Status: Remote

Since 1932, Marcone has been trusted by repair professionals to quickly deliver original replacement parts for household appliances. The St. Louis-based company is an authorized distributor for major brands such as General Electric, Whirlpool, Electrolux, Maytag, Bosch, Samsung, L-G and many more. Marcone provides next day delivery to 93% of the U.S. and 100% two-day. They operate a comprehensive training institute offering quality business and technical training.

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The Customer Service Representative’s primary responsibility is to maintain ongoing business relationships with the customer base by responding to orders, general customer inquiries, invoice questions and customer concerns. This role will be responsible for representing the customers’ needs and goals to ensure the highest level of quality.

• Processes customer requests for pricing, information, and availability regarding products.
• Processes customer orders for products both in stock and special order.
• Problem solve on a case by case basis to assist customers with order issues
• Promotes the Marcone value and programs to create strong partnerships with customers.
• Identifies, researches, and resolves customer issues including computer system, billing, order issues etc.
• Coaches’ customers how they can utilize computer systems to assist in resolving problems.
• Responsible for following up on customer inquiries not immediately resolved.
• Provides customers with product and service information and promotes Up-selling.
• Responsible for completing call logs and reports.
• Raises awareness and communicates with management of trends in customer calls.
• Maintains proficiency with company computer systems in aspects related to job, such as data entry, messaging, call logs, data notations, queue updates, batching, or other job & office functions and requirements.
• Other duties as assigned. As with any evolving organization, the job description is not designed to cover or contain a comprehensive listing of work activities, duties, or responsibilities. Additional or other duties, responsibilities, assignments, and activities may change or be assigned at any time with or without notice.
• High School Diploma or GED equivalent
• 2 years prior call center experience in a related field, with similar computer requirements
• Knowledge of MS Office applications as needed to satisfactorily perform work assignments – Word, Excel, PowerPoint, Outlook, SharePoint as well as can learn company enterprise systems as needed.
• Aptitude for mathematical operations and numerical analysis.
• Use computers, scanners, phone systems and meeting and virtual platform sharing relative to the needs of the job.
• Minimum keyboarding skills of 40 words per minute.

• 7-10 hours worked per day; up to 40-43 hours worked per week
• Reviewing documents 1-5 hours per day
• Sitting 3-8 hours per day
• Using close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Using fingers, hands, and arms to perform office / computer work 6-8 hours per day
• Using hearing to talk, listen, and use phones 1-6 hours per day
• Using office equipment - computers, phones, scanners, fax machines - 6-8 hours per day

We care about your well-being from day one. Here’s a snapshot of the benefits we provide:

• Comprehensive health benefits, 100% paid by the company - extended health coverage, dental, vision, and prescription…